Corporate Overview AnswerNet ♦ 2325 Maryland Road, Suite 150 ♦ Willow Grove, PA 19090 ♦ Tel: 267.942.6000 ♦ Toll-Free: 1.8...
AnswerNet History <ul><li>Since 1929, AnswerNet and its predecessor companies have earned a leadership status as the premi...
The AnswerNet Umbrella <ul><li>Our relationships are built on a proud heritage of leading and well-known firms that have b...
Awards <ul><li>5-time Inc. Magazine “Inc. 500/5000” Recipient </li></ul><ul><li>Fastest Growing Companies </li></ul><ul><l...
Vision <ul><li>At AnswerNet, we adapt our sophisticated technical infrastructure and train our team to allow us to act as ...
What is the AnswerNet Difference ? <ul><li>It is simply our ability to provide both small center attention and client rela...
AnswerNet’s Core Values <ul><li>The AnswerNet Core Values were not established as a guide for who we aim to be as a compan...
Full Range of Services <ul><li>Inbound </li></ul><ul><li>Outbound </li></ul><ul><li>E-bound </li></ul><ul><li>Market Resea...
Selected Inbound & Outbound Vertical Markets <ul><li>Healthcare  </li></ul><ul><li>Educational Institutions </li></ul><ul>...
Call Center Capability <ul><li>AnswerNet owns and operates over 50 call centers across the United States and Canada. </li>...
Locations AnswerNet ♦ 2325 Maryland Road, Suite 150 ♦ Willow Grove, PA 19090 ♦ Tel: 267.942.6000 ♦ Toll-Free: 1.800.411.57...
Management Philosophy <ul><li>Agents are at the center of our management structure </li></ul>We encourage professional gro...
Agent Statistics <ul><li>Agent to Supervisor Ratio 8:1 </li></ul><ul><li>Agent Data: </li></ul><ul><ul><li>Avg. Age: 28 </...
Agent Hiring <ul><li>Candidates apply by using a computerized program designed by the Association of TeleServices Internat...
Agent Training <ul><li>We have instructor-led sessions facilitated by a “Train the Trainer“ philosophy that uses a 4-Tier ...
Agent Training <ul><li>Agents must complete a rigorous training process and are continuously monitored throughout their tr...
Technology <ul><li>Each call center has a dedicated internet connection on AnswerNet’s own VPN for the smooth and secure t...
Disaster Recovery & Contingency Plan <ul><li>Should a disaster occur, we can re-route calls and contacts to another center...
Disaster Recovery & Contingency Plan <ul><li>Three part backup plan </li></ul><ul><ul><li>Data is backed up 3 times daily ...
What Our Clients Are Saying <ul><li>“ AnswerNet works great! I got 10 calls today, That's twice as many as I've gotten off...
Thank You <ul><li>AnswerNet </li></ul><ul><li>2325 Maryland Road, Suite 150 </li></ul><ul><li>Willow Grove, PA 19090 </li>...
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AnswerNet Overview

  1. 1. Corporate Overview AnswerNet ♦ 2325 Maryland Road, Suite 150 ♦ Willow Grove, PA 19090 ♦ Tel: 267.942.6000 ♦ Toll-Free: 1.800.411.5777 ♦ Fax: 215.659.6486
  2. 2. AnswerNet History <ul><li>Since 1929, AnswerNet and its predecessor companies have earned a leadership status as the premier support partner for a broad-based clientele that includes: </li></ul><ul><ul><li>Small Businesses </li></ul></ul><ul><ul><li>Fortune 100 Firms </li></ul></ul><ul><ul><li>Local & Federal Government Agencies </li></ul></ul><ul><ul><li>Non-profit Organizations </li></ul></ul><ul><ul><li>Community Groups </li></ul></ul><ul><ul><li>International Service Organizations </li></ul></ul>AnswerNet ♦ 2325 Maryland Road, Suite 150 ♦ Willow Grove, PA 19090 ♦ Tel: 267.942.6000 ♦ Toll-Free: 1.800.411.5777 ♦ Fax: 215.659.6486
  3. 3. The AnswerNet Umbrella <ul><li>Our relationships are built on a proud heritage of leading and well-known firms that have become a part of our network: </li></ul><ul><ul><li>Signius </li></ul></ul><ul><ul><li>Contact America </li></ul></ul><ul><ul><li>IMI </li></ul></ul><ul><ul><li>Answer America </li></ul></ul><ul><ul><li>TelePartners </li></ul></ul><ul><ul><li>Cerida </li></ul></ul><ul><ul><li>Source 1 </li></ul></ul>AnswerNet ♦ 2325 Maryland Road, Suite 150 ♦ Willow Grove, PA 19090 ♦ Tel: 267.942.6000 ♦ Toll-Free: 1.800.411.5777 ♦ Fax: 215.659.6486
  4. 4. Awards <ul><li>5-time Inc. Magazine “Inc. 500/5000” Recipient </li></ul><ul><li>Fastest Growing Companies </li></ul><ul><li>13-time Association of TeleServices International “Award of Excellence” Recipient </li></ul><ul><li>8-time Customer Inter@ction Solutions Magazine “Top 50 Teleservices Agencies” Award Recipient </li></ul><ul><li>2005-2010 CAM-X “Award of Excellence” Winner </li></ul><ul><ul><li>2007 CAM-X Call Centre Award of Distinction (Winnipeg, Manitoba) </li></ul></ul><ul><li>2009 American Teleservices Association’s Spirit of Philanthropy Award recipient </li></ul>AnswerNet ♦ 2325 Maryland Road, Suite 150 ♦ Willow Grove, PA 19090 ♦ Tel: 267.942.6000 ♦ Toll-Free: 1.800.411.5777 ♦ Fax: 215.659.6486
  5. 5. Vision <ul><li>At AnswerNet, we adapt our sophisticated technical infrastructure and train our team to allow us to act as an extension of your company. </li></ul><ul><li>Every program is unique and defined by our customers. We can and will customize a contact center solution specific to you.   </li></ul><ul><li>The key is scalability - we can quickly increase the number of seats available to meet call volume. </li></ul>AnswerNet ♦ 2325 Maryland Road, Suite 150 ♦ Willow Grove, PA 19090 ♦ Tel: 267.942.6000 ♦ Toll-Free: 1.800.411.5777 ♦ Fax: 215.659.6486
  6. 6. What is the AnswerNet Difference ? <ul><li>It is simply our ability to provide both small center attention and client relationship management with large center capacity, capability, and technology. </li></ul>AnswerNet ♦ 2325 Maryland Road, Suite 150 ♦ Willow Grove, PA 19090 ♦ Tel: 267.942.6000 ♦ Toll-Free: 1.800.411.5777 ♦ Fax: 215.659.6486
  7. 7. AnswerNet’s Core Values <ul><li>The AnswerNet Core Values were not established as a guide for who we aim to be as a company, but serve as a representation of the values our employees already possess. </li></ul>AnswerNet ♦ 2325 Maryland Road, Suite 150 ♦ Willow Grove, PA 19090 ♦ Tel: 267.942.6000 ♦ Toll-Free: 1.800.411.5777 ♦ Fax: 215.659.6486
  8. 8. Full Range of Services <ul><li>Inbound </li></ul><ul><li>Outbound </li></ul><ul><li>E-bound </li></ul><ul><li>Market Research </li></ul>AnswerNet ♦ 2325 Maryland Road, Suite 150 ♦ Willow Grove, PA 19090 ♦ Tel: 267.942.6000 ♦ Toll-Free: 1.800.411.5777 ♦ Fax: 215.659.6486
  9. 9. Selected Inbound & Outbound Vertical Markets <ul><li>Healthcare </li></ul><ul><li>Educational Institutions </li></ul><ul><li>Utilities </li></ul><ul><li>Financial Services </li></ul><ul><li>Non-profit Organizations </li></ul><ul><li>Internet Service Providers (ISP) </li></ul><ul><li>Cable Television </li></ul><ul><li>Property Management </li></ul><ul><li>Government </li></ul>AnswerNet ♦ 2325 Maryland Road, Suite 150 ♦ Willow Grove, PA 19090 ♦ Tel: 267.942.6000 ♦ Toll-Free: 1.800.411.5777 ♦ Fax: 215.659.6486
  10. 10. Call Center Capability <ul><li>AnswerNet owns and operates over 50 call centers across the United States and Canada. </li></ul><ul><li>These centers are closely integrated to form an extremely flexible network, enabling us to: </li></ul><ul><ul><li>Precisely match agents to volume </li></ul></ul><ul><ul><li>Provide uninterrupted service </li></ul></ul><ul><ul><li>Handle any size project, large or small </li></ul></ul>AnswerNet ♦ 2325 Maryland Road, Suite 150 ♦ Willow Grove, PA 19090 ♦ Tel: 267.942.6000 ♦ Toll-Free: 1.800.411.5777 ♦ Fax: 215.659.6486
  11. 11. Locations AnswerNet ♦ 2325 Maryland Road, Suite 150 ♦ Willow Grove, PA 19090 ♦ Tel: 267.942.6000 ♦ Toll-Free: 1.800.411.5777 ♦ Fax: 215.659.6486
  12. 12. Management Philosophy <ul><li>Agents are at the center of our management structure </li></ul>We encourage professional growth and regularly recognize and award excellence. AnswerNet has one of the lowest turnover rates in the industry and we promote from within: Our employees are offered a career, not just a job. AnswerNet ♦ 2325 Maryland Road, Suite 150 ♦ Willow Grove, PA 19090 ♦ Tel: 267.942.6000 ♦ Toll-Free: 1.800.411.5777 ♦ Fax: 215.659.6486
  13. 13. Agent Statistics <ul><li>Agent to Supervisor Ratio 8:1 </li></ul><ul><li>Agent Data: </li></ul><ul><ul><li>Avg. Age: 28 </li></ul></ul><ul><ul><li>Education: HS or Equivalent </li></ul></ul><ul><ul><li>Experience: 4 years </li></ul></ul><ul><li>Supervisor Data: </li></ul><ul><ul><li>Avg. Age: 33 </li></ul></ul><ul><ul><li>Education: Some college </li></ul></ul><ul><ul><li>Experience: 7 years </li></ul></ul>AnswerNet ♦ 2325 Maryland Road, Suite 150 ♦ Willow Grove, PA 19090 ♦ Tel: 267.942.6000 ♦ Toll-Free: 1.800.411.5777 ♦ Fax: 215.659.6486
  14. 14. Agent Hiring <ul><li>Candidates apply by using a computerized program designed by the Association of TeleServices International (ATSI), testing for: </li></ul><ul><ul><li>Basic computer skills </li></ul></ul><ul><ul><li>Typing accuracy and speed </li></ul></ul><ul><ul><li>Comprehension levels </li></ul></ul><ul><li>If the prospective agent’s scores are satisfactory, they are interviewed for the position. </li></ul>AnswerNet ♦ 2325 Maryland Road, Suite 150 ♦ Willow Grove, PA 19090 ♦ Tel: 267.942.6000 ♦ Toll-Free: 1.800.411.5777 ♦ Fax: 215.659.6486
  15. 15. Agent Training <ul><li>We have instructor-led sessions facilitated by a “Train the Trainer“ philosophy that uses a 4-Tier Training Model. </li></ul><ul><li>To ensure quality control both during and after training, agents are continuously monitored using a 33-point quality assurance checklist. </li></ul>AnswerNet ♦ 2325 Maryland Road, Suite 150 ♦ Willow Grove, PA 19090 ♦ Tel: 267.942.6000 ♦ Toll-Free: 1.800.411.5777 ♦ Fax: 215.659.6486
  16. 16. Agent Training <ul><li>Agents must complete a rigorous training process and are continuously monitored throughout their training. </li></ul><ul><li>Client accounts are divided into six levels, Level One being the most basic and Level Six being the most challenging. </li></ul><ul><li>Agents are put on a three month probationary period and must complete their training before they are able to take Level Six calls. </li></ul><ul><li>To proceed to the next level of calls, agents are tested both orally and in writing. </li></ul><ul><li>Experienced agents are periodically monitored and formally reviewed bi-annually. Performance criteria include productivity, customer service, attitude, and attendance. </li></ul>AnswerNet ♦ 2325 Maryland Road, Suite 150 ♦ Willow Grove, PA 19090 ♦ Tel: 267.942.6000 ♦ Toll-Free: 1.800.411.5777 ♦ Fax: 215.659.6486
  17. 17. Technology <ul><li>Each call center has a dedicated internet connection on AnswerNet’s own VPN for the smooth and secure transfer of information with a redundant connection – guaranteeing the uninterrupted flow of data. </li></ul><ul><li>Telephony </li></ul><ul><ul><li>Startel </li></ul></ul><ul><ul><li>Tascom </li></ul></ul><ul><ul><li>Infinity </li></ul></ul><ul><ul><li>Telescan </li></ul></ul><ul><ul><li>eOn </li></ul></ul><ul><li>Web Based </li></ul><ul><ul><li>Windows & Linux Operating Systems </li></ul></ul><ul><ul><li>IIS (Microsoft) & Apache Servers </li></ul></ul><ul><ul><li>PHP, ASP, and .NET Languages </li></ul></ul><ul><li>Secure Data Exchange </li></ul><ul><ul><li>FTP, SFTP, XML/Web Services </li></ul></ul><ul><ul><li>PGP encrypted files </li></ul></ul><ul><ul><li>SSL Encrypted web portal </li></ul></ul>AnswerNet ♦ 2325 Maryland Road, Suite 150 ♦ Willow Grove, PA 19090 ♦ Tel: 267.942.6000 ♦ Toll-Free: 1.800.411.5777 ♦ Fax: 215.659.6486
  18. 18. Disaster Recovery & Contingency Plan <ul><li>Should a disaster occur, we can re-route calls and contacts to another center </li></ul><ul><li>AnswerNet GMs expertly ensure business continuity </li></ul><ul><li>Our clients are our priority and we keep in close contact with them throughout the entire process </li></ul>AnswerNet ♦ 2325 Maryland Road, Suite 150 ♦ Willow Grove, PA 19090 ♦ Tel: 267.942.6000 ♦ Toll-Free: 1.800.411.5777 ♦ Fax: 215.659.6486
  19. 19. Disaster Recovery & Contingency Plan <ul><li>Three part backup plan </li></ul><ul><ul><li>Data is backed up 3 times daily </li></ul></ul><ul><ul><li>Data is copied to disks twice monthly </li></ul></ul><ul><ul><li>Systems are tested regularly </li></ul></ul><ul><li>Critical systems are protected from power outages and surges </li></ul><ul><li>Uninterrupted Power Supply (UPS) battery backups </li></ul><ul><li>Generator power backups for prolonged power loss </li></ul>AnswerNet ♦ 2325 Maryland Road, Suite 150 ♦ Willow Grove, PA 19090 ♦ Tel: 267.942.6000 ♦ Toll-Free: 1.800.411.5777 ♦ Fax: 215.659.6486
  20. 20. What Our Clients Are Saying <ul><li>“ AnswerNet works great! I got 10 calls today, That's twice as many as I've gotten off my answering machine. Looks like I've been losing business! 7 out of the 10 generated new work!  If this keeps up, I will definitely need to upgrade my number of calls.” </li></ul><ul><li>- Les, Soot Seekers (Portland, OR) </li></ul><ul><li>“ I just wanted to express a big thank you for everything you and AnswerNet employees did for Menu Foods… The call center volumes were through the roof and we wouldn’t have gotten through it without you.” </li></ul><ul><li>- Bryan R. Bennett, VP of IT, Menu Foods Limited </li></ul><ul><li>“ From the more than 2,000 calls answered by your group, we have not had a single complaint from any of our customers” </li></ul><ul><li>- James Childress, Director of Operations, LecStar Communications </li></ul>AnswerNet ♦ 2325 Maryland Road, Suite 150 ♦ Willow Grove, PA 19090 ♦ Tel: 267.942.6000 ♦ Toll-Free: 1.800.411.5777 ♦ Fax: 215.659.6486
  21. 21. Thank You <ul><li>AnswerNet </li></ul><ul><li>2325 Maryland Road, Suite 150 </li></ul><ul><li>Willow Grove, PA 19090 </li></ul><ul><li>Phone: 267-942-6000 </li></ul><ul><li>Fax: 215-659-6486 </li></ul><ul><li>Website: www.AnswerNet.com </li></ul>

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