How To Help Your Business With A Call Center

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1 Call or text:

2 BACKGROUND Who We Are AnswerNet is a full service provider of inbound, outbound, automated and business process outsourcing (BPO) call center services. We provide a wide range of options to help you run your business the way you want. Whether telephone answering, hotlines, customer service sales, lead qualification and market research or a variety of business process outsourcing options including CRM hosting, management, and order processing, AnswerNet processes tens of millions of contacts every year, for a huge client base. AnswerNet s award winning approach has been recognized many times, including in Inc. Magazine s annual Inc. 500 List of Fastest Growing Private Companies, Customer Interaction Solutions Magazine s Top 50 Teleservices Agencies and SmartCEO Magazine s List of Best run Companies. The AnswerNet Difference We customize every call center program to meet our clients needs. No program is too large or too small. Our flexible network of integrated call centers gives us the unique ability to precisely match agents to volume. Our many locations and failsafe systems provide uninterrupted service even in the rare event of a system outage. As an industry leader, we have become known as the call center s call center and the choice for other call centers outsourcing needs, including backup and overflow assistance. Our Companies AnswerNet was established in 1998, and the roots of the company date back to Conducting business under the AnswerNet brand are: AnswerNet, Inc. Cerida Investment Corp. Taction TelePartners Call Centre, Inc Integrated Messaging, Inc. CCSI Contact America Acquisition, LLC The New Exchange Network, LLC

3 OWNERSHIP Gary A. Pudles Gary A. Pudles is President, CEO and founder of AnswerNet. Since establishing AnswerNet in 1998, he has driven the growth of the organization through sales, acquisitions and partnerships. His success has earned him the prestigious Ernst and Young Entrepreneur of the Year award. Mr. Pudles is a nationally recognized speaker and expert on telecommunications, business motivation and business operations. His contributions have been featured in Connections Magazine, Contact Management, Customer Interaction Solutions, DM News, Multichannel Merchant and Risk Management. Outside the company, Pudles regularly addresses several leading industry organizations: the American Teleservices Association, the Association of TeleServices International (ATSI) and the Canadian Call Management Association (CAM X). Pudles is also an instructor at The Wharton School of the University of Pennsylvania. Pudles earned a Juris Doctorate degree from the Washington College of Law at the American University. I just want to express a big thank you for everything you and the AnswerNet employees did for Menu Foods The call center volumes were through the roof and we couldn t have gotten through it without you. Bryan R. Bennett, Vice President of Information Technology, Menu Foods

4 COMPREHENSIVE LIST OF SERVICES TAKE All inbound services Appointment Management Building Maintenance Management Cell Phone Answering Services Customer Service and Support Direct Response Marketing Support Disaster Response Dispatch Help Desk Services Holiday Greeting Programs Hotlines (SOX, Corporate, Whistleblower) Live Chat Loyalty Program Customer Support Medical Telephone Answering Services Order Processing Overflow/After hours Support Recall Services Telephone Answering Services Virtual Receptionist MAKE All outbound services Appointment Setting Collection Reminders Lead Generation & Qualification Licensed Insurance Sales Market Research Data Collection Mystery Shopping Payment Protection Program Sales Seminar and Event Registration Telemarketing Telesales Warranty Program Sales AUTOMATE All electronic services Appointment Reminders Dealer Locator Management Fax Follow Me Interactive Voice Response (IVR) Online Scheduling SMS Text TextGen Voic Billing DELEGATE All BPO services CRM Hosting Fulfillment TTY IP Relay Voice to Transcription Voice to CRM Transcription

5 AGENTS AnswerNet s agents are routinely monitored, live and without notice, for call quality All calls are recorded and reviewed for training and quality maintenance AnswerNet provides exceptional company benefits for full time employees All agents are employees of AnswerNet and work in clean, safe, supervised centers within North America As we have grown, AnswerNet has been there every step of the way to support CoffeeCakes.com s customer service and sales initiatives, far exceeding industry expectations. Sherry Comes, President & CEO, CoffeeCakes.com TECHNOLOGY Our full service team of in house technicians is available to provide technical assistance 24/7/365. Each call center uses a dedicated connection to AnswerNet s VPN for the smooth and secure transfer of information with a redundant connection guaranteeing the uninterrupted flow of data. Telephony Startel Tascom Amtelco Infinity Telescan eon Secure Data Exchange SFTP, XML/JSON/Web Services via SSL 3DES Encrypted files with optional AnswerNet Drag N Drop Decryption Tool SSL Encrypted web portal Web based Windows & Linux Operating Systems IIS (Microsoft) & Apache Servers PHP, ASP, and.net Languages Three part Backup Plan Data is backed up 3 times daily Data is copied to disks twice monthly Systems are tested regularly Certifications HIPAA PCI DSS Rev. 1,

6 AWARD WINNING SERVICE 16 time recipient of the Association of TeleServices International s Award of Excellence (Phoenix, AZ) 12 time recipient of Customer Interaction Solutions Magazine s Top 50 Teleservices Agencies award 2013 finalist for the SmartCEO Circle of Excellence award 5 time recipient of Inc. Magazine s Inc. 500/5000 award 2012 recipient of the SmartCEO100 Best Run Companies in Philadelphia 2012 winner of the SmartCEO100 Best Run Companies award in the Mid Atlantic for Process Management 2010 & 2008 Consumers Choice Award Winner Best Telephone Message Centre (Toronto, Ontario) 2009 recipient of the American Teleservices Association s Spirit of Philanthropy award winner of the CAM X Award of Excellence 2007 winner of the CAM X Call Centre Award of Distinction (Winnipeg, Manitoba) 2002 winner of PricewaterhouseCoopers/NJBiz NJ Finest Award 2001 recipient of The Wharton School of the University of Pennsylvania and the Philadelphia Business Journal s Philadelphia 100 (Fastest Growing Privately Held Firms) 2013 SIXTEEN CONSECUTIVE YEARS Rev. 1,