August 28, 2007

The Big Picture

We have just WON the Porsche Customer We have just WON the Porsche Customer Commitment business!Commitment business!

Porsche CC kick-off scheduled for mid-Nov, Porsche CC kick-off scheduled for mid-Nov, adds adds twice the call volume that we have now, and these twice the call volume that we have now, and these calls are more challengingcalls are more challenging

EIMS visit went well, they are an AMS partner that EIMS visit went well, they are an AMS partner that could develop new business. While a future merger could develop new business. While a future merger is possible, nothing is currently plannedis possible, nothing is currently planned

The Big Picture

AMS pays you because clients are paying us. AMS pays you because clients are paying us. So So avoid repeated mistakes, the job you save may be avoid repeated mistakes, the job you save may be your ownyour own!!

We will be placing a much greater emphasis on We will be placing a much greater emphasis on training, education and personal ownershiptraining, education and personal ownership

AMS employees will own issues and be responsible AMS employees will own issues and be responsible for using information to resolve themfor using information to resolve them

Client Services

Every call needs to be answered with energy and Every call needs to be answered with energy and enthusiasm and enthusiasm and ALL calls must be recordedALL calls must be recorded, wrong , wrong numbers, transfers, everythingnumbers, transfers, everything

Each call MUST be answered clearly and slowly – Each call MUST be answered clearly and slowly – “Thank you for calling <client>, this is <your name>. How “Thank you for calling <client>, this is <your name>. How can I help you today?” The call is closed with “Is there can I help you today?” The call is closed with “Is there anything else that I can help you with today? Thank you anything else that I can help you with today? Thank you for calling <client>. Have a great day.”for calling <client>. Have a great day.”

– Accuracy for Porsche SAP Data Entry is criticalAccuracy for Porsche SAP Data Entry is critical. (Wrong . (Wrong source/request/campaign selected, not checking contacts source/request/campaign selected, not checking contacts creates duplicates, confirm spelling or first & last name, creates duplicates, confirm spelling or first & last name, remember the prefix, etc)remember the prefix, etc)

Client Services

• OWN your CALLOWN your CALL. Follow up, find the answer and call them . Follow up, find the answer and call them back if necessaryback if necessary. If you’ve tried but can’t resolve it, bring it . If you’ve tried but can’t resolve it, bring it to Aimee or Heather, but DON’T ABANDON the caller to Aimee or Heather, but DON’T ABANDON the caller issue.issue.

• Listen to people and let them vent. Your goal is to begin a Listen to people and let them vent. Your goal is to begin a relationship, so end the call with a smile and give them a relationship, so end the call with a smile and give them a Red CarpetRed Carpet experience experience

• A NEW script is coming for A NEW script is coming for General Dynamics ItronixGeneral Dynamics Itronix. . Make sure to get the correct industry and product. Add Make sure to get the correct industry and product. Add notes that provide useful comments notes that provide useful comments

Client Services• Get the contact name and phone number BEFORE the Get the contact name and phone number BEFORE the

conversation gets started. This gives us an option if we get conversation gets started. This gives us an option if we get disconnected, and we can research that person as disconnected, and we can research that person as necessarynecessary

• Obtain ALL details required to troubleshoot Who, what, Obtain ALL details required to troubleshoot Who, what, where, when. Be specific, what EXACTLY is the issue, where, when. Be specific, what EXACTLY is the issue, what steps did you take BEFORE escalating and what do what steps did you take BEFORE escalating and what do you THINK the next step should be.you THINK the next step should be.

Client Services

• Phone Coverage is CRITICAL. Be on time or early for your Phone Coverage is CRITICAL. Be on time or early for your shift. We cover calls from 8am-8pm and in Nov 07 we’ll be shift. We cover calls from 8am-8pm and in Nov 07 we’ll be going 7am-10pm Mon-Satgoing 7am-10pm Mon-Sat

• Sound Real Sound Real – People need to hear you smile, they need to feel like People need to hear you smile, they need to feel like

you’re interested in what they’re saying, that you you’re interested in what they’re saying, that you genuinely care. DON’T just read scripts.genuinely care. DON’T just read scripts.

• If you Don’t Record Calls or Use TRAC to record you work, If you Don’t Record Calls or Use TRAC to record you work, how can we bill the client? And why should we pay you for how can we bill the client? And why should we pay you for that time?that time?

Steps for Success

• HELP EACH OTHER. Be aware of those around you, especially phone coverage, take a look before you leave

• Complete your Mission OR ask for help. DON’T leave the tasks unfinished.

• If someone runs in to a difficult call, try and assist them with your experience. Learn from every call.

• ALWAYS stay positive and support the client. Example, a Porsche caller is unhappy with a dealer answer. We’re empathetic, but positive. We can research the issue, but don’t blame the dealer.

AMS Administration

• We need to hire for Inbound Customer Service, spread the word. If we hire someone that you refer to us (and they survive the 90-day evaluation), you will get a $100 bonus for each person.

• Please email all vacation and sick notification, updates to address and phone numbers to admin@ams-leads

• Lisa Weagle is in charge of payroll, so please make sure that she is aware of any schedule changes, missed time clock punches, etc