Answer Center AmericaCustom Call Center Services

Partnering for the Future

About Answer Center AmericaIn 1996, Janet Livingston founded Total Quality Communications (TQC), a 24-hour nationwide call center and messaging service. Inspired by years of working in an industry notorious for an in-consistent quality of service, Janet opened her own call center pointedly focused on providing QUALITY service. With just one telephone line, one computer, and a dream, Janet began executing her plan; the application of modern technology to achieve consistently superior customer service.

In the following years, TQC achieved a worldwide presence in the communications industry. Specializing in diverse and customizable services, dedicated customer service, and technological adeptness, TQC soon emerged as a leader in operations streamlining and customer satisfaction.

With the advent of rapid international growth and ever diversifying business modalities, TQC has evolved into Answer Center America, Inc (ACA), the future of business communications.

Equipped with state of the art technology, comprehensive customer service practices, highly trained business professionals, and the next generation of visionary management, ACA is positioned to go the extra mile to become a seamless extension of your business for decades to come.

At ACA, we want to see you succeed. Whether we are customizing business solutions to meet your specific needs, or answering phone calls after hours, ACA remains dedicated to top quality service, 24-hours a day, every day.

What ACA Can Do For Your Business?

100% Account Customization State of the Art Technology Dedicated Customer Service Reps In Depth Operator Training Dedicated Staff Security Disaster Preparedness Why ACA is Different

Table of Contents

100% Account CustomizationInitial Call

Operator Script“Greeting”

Thank you for calling ACA Technical Service Line. This is _______, how can I help you today?

Operator ScriptAre you calling to report a new technical issue or check status on an issue already reported?

New Issue Check Status

Go into ticketing system.

Search for ticket by ticket #, company name, customer #,

callers name, or contact phone number

Review Status with caller and place any

new notes into system.

Update on ticket it text messages and

emailed to technician working on ticket

Operator Script“Closing”

Thank you again for calling ACA Technical Service Line. If there is anything else we can assist you with please do not hesitate to call us any time. Have a wonderful day!

Operator ScriptAre you a client of ACA or an ACA technician?

ACA Technician

Client

Continued on Page-2

Operator Script“Closing”

Thank you again for calling ACA Technical Service Line. Your ticket number is ____________. Please make sure to keep your ticket number as this will allow you to get updates on the status of this ticket. I will get this ticket sent over to the on-call technician. Have a wonderful day!

Message TicketYour Name:Contact’s Name:Company Name: Primary Phone #:Alternative Phone #:Please give me a brief description of the technical issue:What priority do you feel this issue is? <<P1, P2, P3, P4>>

1. All calls are text messaged and emailed to on-call technician immediately.

2. For all P1 calls, call on-call technician at res and on cell.

Data transmitted to ACA Ticketing System

New open ticket created

Operator ScriptDo you currently have internet access available to you?

Continued from Page-1

NOYES

Operator Script“Closing”

Thank you for calling, but per ACA all technician with an available internet connection must place their tickets through the web interface. If you are unable to access the site please call us back so we can take the ticket over the phone. Thank you!!

Operator Script“Closing”

Thank you again for calling ACA Technical Service Line. The ticket number is ____________. Please make sure to give this to the client and mark it in your records as well. I will notify the on-call technician of the new ticket right away. Have a wonderful day!

Message TicketYour Name:Contact’s Name:Company Name: Primary Phone #:Alternative Phone #:Please give me a brief description of the technical issue:What priority do you feel this issue is? <<P1, P2, P3, P4>>

1. All calls are text messaged and emailed to on-call technician immediately.

2. For all P1 calls, call on-call technician at res and on cell.

Data transmitted to ACA Ticketing System

New open ticket created

State of the Art Technology ACA maintains vibrant growing partnerships with leading

service and equipment providers in the telecommunications, computer, and internet infrastructure industries. Our partnerships ensure that ACA will have the most advanced, flexible and efficient networks and systems available to meet the demanding needs of our diverse and expanding customer community.

ACA deploys managed services and equipment wherever possible by leveraging the expertise of our providers while insuring our ability to cost effectively extend our network to our customer premise locations.

Voice-over-Internet protocol, Gigabit Ethernet, Encrypted digital radio, Microsoft “.NET” framework, and Amtelco “Intelligent Series” voice/data integration are a few of the technologies currently deployed by ACA to bring a higher level of service to you as you serve your customers.

Dedicated Customer Service Reps We strive to give excellent service at all times.

Each client has a dedicated customer service rep that will ensure a high quality of

operator service. Our customer service reps are trained to help

troubleshoot problems. If you ever have an issue or problem you can contact your customer service rep at any time to address concerns. At the time the customer service rep will review the call information with you and fix the problem at hand.

ACA will become an extension of your business. We will ensure that your company

philosophy is achieved.

In Depth Operator Training

Dedicated Trainer that will extend your companies philosophy directly to your team within ACA.

Individual and small group training. Customized training to make us a seamless

extension of your business. Special training for all learning styles. Internal test calls for more hands on training. Periodic “touch base” and follow up training. Site visits to build knowledge base.

Dedicated Staff

You will be assigned a dedicated customer service representative that will be your single point of contact.

You will be assigned a team that consists of two operations managers, eight supervisors, a programmer, a dedicated trainer, a quality assurance person and operations staff.

Our staff is dedicated to seeing your account succeed.

Security

The ACA technology initiative includes a focus on security issues.

Redundant access pathways, gateways and routes insure network availability.

Enterprise class managed firewall and proxy services and equipment provide network integrity.

Enterprise class content tools provide both preemptive and “after event” support; analysis, treatment, and disposal for spam, spyware, viruses, and other network born malware.

Disaster Preparedness

Phone Service Fax Service Email Service Live Operator Data Center Service

In the event of a natural disaster, ACA has complete redundancy with both hardware and software. We have full power generation in each of our facilities. Listed below is how ACA would keep your business running in the event of a natural disaster.

Why ACA is Different? Dedicated Customer Service Reps We Strive to Follow Your Company Philosophy We are an Extension of Your Business. Guaranteed 24-hour Bi-lingual Service Guaranteed 24-hour Tech Support One on One Account Training State of the Art Technology Customized Messaging Services Customized Scripting Customized Message Delivery Custom extensible network infrastructure