AnswerNet Overview 2010
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AnswerNet Overview 2010 AnswerNet Overview 2010 Presentation Transcript

  • Corporate Overview AnswerNet ♦ 2325 Maryland Road, Suite 210 ♦ Willow Grove, PA 19090 ♦ Tel: 267.942.6000 ♦ Toll-Free: 1.800.411.5777 ♦ Fax: 215.659.6486
  • AnswerNet History
    • Since 1929, AnswerNet and its predecessor companies have earned a leadership status as the premier support partner for a broad-based clientele that includes:
      • Small Businesses
      • Fortune 100 Firms
      • Local & Federal Government Agencies
      • Non-profit Organizations
      • Community Groups
      • International Service Organizations
    AnswerNet ♦ 2325 Maryland Road, Suite 210 ♦ Willow Grove, PA 19090 ♦ Tel: 267.942.6000 ♦ Toll-Free: 1.800.411.5777 ♦ Fax: 215.659.6486
  • The AnswerNet Umbrella
    • Our relationships are built on a proud heritage of leading and well-known firms that have become a part of our network:
      • Signius
      • Contact America
      • IMI
      • Answer America
      • TelePartners
      • Cerida
      • Source 1
    AnswerNet ♦ 2325 Maryland Road, Suite 210 ♦ Willow Grove, PA 19090 ♦ Tel: 267.942.6000 ♦ Toll-Free: 1.800.411.5777 ♦ Fax: 215.659.6486
  • Awards
    • 5-time Inc. Magazine “Inc. 500/5000” Recipient
    • Fastest Growing Companies
    • 13-time Association of TeleServices International “Award of Excellence” Recipient
    • 8-time Customer Inter@ction Solutions Magazine “Top 50 Teleservices Agencies” Award Recipient
    • 2005-2010 CAM-X “Award of Excellence” Winner
      • 2007 CAM-X Call Centre Award of Distinction (Winnipeg, Manitoba)
    • 2009 American Teleservices Association’s Spirit of Philanthropy Award recipient
    AnswerNet ♦ 2325 Maryland Road, Suite 210 ♦ Willow Grove, PA 19090 ♦ Tel: 267.942.6000 ♦ Toll-Free: 1.800.411.5777 ♦ Fax: 215.659.6486
  • Vision
    • At AnswerNet, we adapt our sophisticated technical infrastructure and train our team to allow us to act as an extension of your company.
    • Every program is unique and defined by our customers. We can and will customize a contact center solution specific to you.  
    • The key is scalability - we can quickly increase the number of seats available to meet call volume.
    AnswerNet ♦ 2325 Maryland Road, Suite 210 ♦ Willow Grove, PA 19090 ♦ Tel: 267.942.6000 ♦ Toll-Free: 1.800.411.5777 ♦ Fax: 215.659.6486
  • What is the AnswerNet Difference ?
    • It is simply our ability to provide both small center attention and client relationship management with large center capacity, capability, and technology.
    AnswerNet ♦ 2325 Maryland Road, Suite 210 ♦ Willow Grove, PA 19090 ♦ Tel: 267.942.6000 ♦ Toll-Free: 1.800.411.5777 ♦ Fax: 215.659.6486
  • AnswerNet’s Core Values
    • 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.
    AnswerNet ♦ 2325 Maryland Road, Suite 210 ♦ Willow Grove, PA 19090 ♦ Tel: 267.942.6000 ♦ Toll-Free: 1.800.411.5777 ♦ Fax: 215.659.6486
  • Full Range of Services
    • Inbound
    • Outbound
    • E-bound
    • Market Research
    AnswerNet ♦ 2325 Maryland Road, Suite 210 ♦ Willow Grove, PA 19090 ♦ Tel: 267.942.6000 ♦ Toll-Free: 1.800.411.5777 ♦ Fax: 215.659.6486
  • Selected Inbound & Outbound Vertical Markets
    • Healthcare
    • Educational Institutions
    • Utilities
    • Financial Services
    • Non-profit Organizations
    • Internet Service Providers (ISP)
    • Cable Television
    • Property Management
    • Government
    AnswerNet ♦ 2325 Maryland Road, Suite 210 ♦ Willow Grove, PA 19090 ♦ Tel: 267.942.6000 ♦ Toll-Free: 1.800.411.5777 ♦ Fax: 215.659.6486
  • Call Center Capability
    • AnswerNet owns and operates over 50 call centers across the United States and Canada.
    • These centers are closely integrated to form an extremely flexible network, enabling us to:
      • Precisely match agents to volume
      • Provide uninterrupted service
      • Handle any size project, large or small
    AnswerNet ♦ 2325 Maryland Road, Suite 210 ♦ Willow Grove, PA 19090 ♦ Tel: 267.942.6000 ♦ Toll-Free: 1.800.411.5777 ♦ Fax: 215.659.6486
  • Locations AnswerNet ♦ 2325 Maryland Road, Suite 210 ♦ Willow Grove, PA 19090 ♦ Tel: 267.942.6000 ♦ Toll-Free: 1.800.411.5777 ♦ Fax: 215.659.6486
  • Management Philosophy
    • Agents are at the center of our management structure
    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 210 ♦ Willow Grove, PA 19090 ♦ Tel: 267.942.6000 ♦ Toll-Free: 1.800.411.5777 ♦ Fax: 215.659.6486
  • Agent Statistics
    • Agent to Supervisor Ratio 8:1
    • Agent Data:
      • Avg. Age: 28
      • Education: HS or Equivalent
      • Experience: 4 years
    • Supervisor Data:
      • Avg. Age: 33
      • Education: Some college
      • Experience: 7 years
    AnswerNet ♦ 2325 Maryland Road, Suite 210 ♦ Willow Grove, PA 19090 ♦ Tel: 267.942.6000 ♦ Toll-Free: 1.800.411.5777 ♦ Fax: 215.659.6486
  • Agent Hiring
    • Candidates apply by using a computerized program designed by the Association of TeleServices International (ATSI), testing for:
      • Basic computer skills
      • Typing accuracy and speed
      • Comprehension levels
    • If the prospective agent’s scores are satisfactory, they are interviewed for the position.
    AnswerNet ♦ 2325 Maryland Road, Suite 210 ♦ Willow Grove, PA 19090 ♦ Tel: 267.942.6000 ♦ Toll-Free: 1.800.411.5777 ♦ Fax: 215.659.6486
  • Agent Training
    • We have instructor-led sessions facilitated by a “Train the Trainer“ philosophy that uses a 4-Tier Training Model.
    • To ensure quality control both during and after training, agents are continuously monitored using a 33-point quality assurance checklist.
    AnswerNet ♦ 2325 Maryland Road, Suite 210 ♦ Willow Grove, PA 19090 ♦ Tel: 267.942.6000 ♦ Toll-Free: 1.800.411.5777 ♦ Fax: 215.659.6486
  • Agent Training
    • Agents must complete a rigorous training process and are continuously monitored throughout their training.
    • Client accounts are divided into six levels, Level One being the most basic and Level Six being the most challenging.
    • Agents are put on a three month probationary period and must complete their training before they are able to take Level Six calls.
    • To proceed to the next level of calls, agents are tested both orally and in writing.
    • Experienced agents are periodically monitored and formally reviewed bi-annually. Performance criteria include productivity, customer service, attitude, and attendance.
    AnswerNet ♦ 2325 Maryland Road, Suite 210 ♦ Willow Grove, PA 19090 ♦ Tel: 267.942.6000 ♦ Toll-Free: 1.800.411.5777 ♦ Fax: 215.659.6486
  • Technology
    • 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.
    • Telephony
      • T-1 or DS3 backed up by DSL
    • Web Based
      • Windows & Linux Operating Systems
      • IIS (Microsoft) & Apache Servers
      • PHP, ASP, and .NET Languages
    • Secure Data Exchange
      • FTP, SFTP, XML/Web Services
      • PGP encrypted files
      • SSL Encrypted web portal
    AnswerNet ♦ 2325 Maryland Road, Suite 210 ♦ Willow Grove, PA 19090 ♦ Tel: 267.942.6000 ♦ Toll-Free: 1.800.411.5777 ♦ Fax: 215.659.6486
  • Disaster Recovery & Contingency Plan
    • Should a disaster occur, we can re-route calls and contacts to another center
    • AnswerNet GMs expertly ensure business continuity
    • Our clients are our priority and we keep in close contact with them throughout the entire process
    AnswerNet ♦ 2325 Maryland Road, Suite 210 ♦ Willow Grove, PA 19090 ♦ Tel: 267.942.6000 ♦ Toll-Free: 1.800.411.5777 ♦ Fax: 215.659.6486
  • Disaster Recovery & Contingency Plan
    • Three part backup plan
      • Data is backed up 3 times daily
      • Data is copied to disks twice monthly
      • Systems are tested regularly
    • Critical systems are protected from power outages and surges
    • Uninterrupted Power Supply (UPS) battery backups
    • Generator power backups for prolonged power loss
    AnswerNet ♦ 2325 Maryland Road, Suite 210 ♦ Willow Grove, PA 19090 ♦ Tel: 267.942.6000 ♦ Toll-Free: 1.800.411.5777 ♦ Fax: 215.659.6486
  • What Our Clients Are Saying
    • “ 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.”
    • - Les, Soot Seekers (Portland, OR)
    • “ 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.”
    • - Bryan R. Bennett, VP of IT, Menu Foods Limited
    • “ From the more than 2,000 calls answered by your group, we have not had a single complaint from any of our customers”
    • - James Childress, Director of Operations, LecStar Communications
    AnswerNet ♦ 2325 Maryland Road, Suite 210 ♦ Willow Grove, PA 19090 ♦ Tel: 267.942.6000 ♦ Toll-Free: 1.800.411.5777 ♦ Fax: 215.659.6486
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