June 7, 2006

The Big Picture

We have 3 KEY Accounts: Porsche, Virgin Life Care We have 3 KEY Accounts: Porsche, Virgin Life Care and Intronix. THEY TOTAL 90% of AMS REVENUEand Intronix. THEY TOTAL 90% of AMS REVENUE

Virgin is the youngest and we NEED to strengthen Virgin is the youngest and we NEED to strengthen our relationship by our relationship by answering ALL calls with answering ALL calls with outstanding service and knowledgeoutstanding service and knowledge

Outreach programs for Invensys and Ripple Outreach programs for Invensys and Ripple Effect/Omnify Software will make June positiveEffect/Omnify Software will make June positive

With very little fulfillment and outbound for early With very little fulfillment and outbound for early July, we will make some small schedule changes to July, we will make some small schedule changes to stay on trackstay on track

Client Services

– ANSWER AND RECORD EVERY CALL IN THE CLIENT DATA CAPTURE SYSTEM

– Read and Re-read client material, study and pay Read and Re-read client material, study and pay close attention to email updatesclose attention to email updates

– ALWAYS answer “Thank you for calling <Full Client ALWAYS answer “Thank you for calling <Full Client Name> and Have a Great Day”Name> and Have a Great Day”

– CUSTOMER SERVICE is our PRIORITY: Professional, CUSTOMER SERVICE is our PRIORITY: Professional, Friendly, Knowledgeable and Helpful. ALWAYSFriendly, Knowledgeable and Helpful. ALWAYS

– LEAD QUALIFICATION IS CRITICAL – Jeannie LEAD QUALIFICATION IS CRITICAL – Jeannie provided a good lead for Itronix provided a good lead for Itronix

Client Services

• Mission Productivity is ImprovingMission Productivity is Improving• AMS Staffing is lean, so we need COVERAGE for AMS Staffing is lean, so we need COVERAGE for

shifts and clean hand-offsshifts and clean hand-offs– If projects aren’t complete, If projects aren’t complete, make it clear where to gomake it clear where to go

• Updating TRAC Requests is for BILLINGUpdating TRAC Requests is for BILLING• ARE YOUR CREATING A “RED CARPET ARE YOUR CREATING A “RED CARPET

EXPERIENCE” FOR EACH CALLER?EXPERIENCE” FOR EACH CALLER?• When will we receive our next positive letter from a When will we receive our next positive letter from a

Virgin Life Care prospect or customer? Porsche? Virgin Life Care prospect or customer? Porsche? Itronix?Itronix?

AMS Administration

• We haven’t been happy with CBS payroll, so we will likely go back to printing paychecks here and look at other direct deposit and/or 3rd party options

• For the two weeks around July 4th AMS will participate in Mass Workshare. This will affect only full-time employees working 5 days per week and not scheduled after 5pm

• This provides two additional vacation days, either Mon or Fri at about 60% compensation. Employees will have less than one day unpaid.

• AMS has no plans for additional Workshare in 2006.

Steps for Success

• PRODUCTIVITY means that your tasks and hours should always make sense

• We must always be EFFECTIVE, ACCURATE, BILLABLE AND PROFITABLE in Inbound, Outbound, Data Entry and Fulfillment

• The Call Center and Lead Management Industry is extremely competitive. SO, we need to stay one step ahead

Reminders

• Porsche visits AMS for Training NEXT Wed June 14th

• Email Lisa Weagle with all payroll or taxes questions. Her schedule is generally Monday 12-4 and then Tues/Thurs evenings 5:30-9.

• We did have some small tax issues that required W2 information to be resent to the IRS. Please let us know if you receive any notifications

• All of us are responsible for building security. Check to make sure doors are locked at night. Remember your office keys and keycard. Don’t let anyone in without a keycard. BE SMART, BE SAFE. Park at the front of the building and leave together at night.