Call Center Contact
Resume:
Corporate
Brochure
• Founded in **** with roots tracing back to 1929
• Full-service provider of inbound, outbound, automated, and business process outsourcing (BPO) contact center services
• Driven by our brands, including: AnswerMyText, AnswerNet Education Services, AnswerNet Agriculture, AnswerNet Nonprofit, AnswerNet TPV, AnswerAmerica, AnswerCanada, AppointmentSettingPros, AnsweringServicesUS, Telemarketing.com, CallCenterServices, Energy Choice California, and SA Hosted & Managed Solutions.
• A thriving global business with over 20 sites across North America, 2,000+ full-time, premise-based & remote employees across six continents, and 30 delivery teams
• Process over 125 million interactions per year for over 10,000 clients
• No project is too big or too small. Whether you need to be charged by the minute for 24/7/365 small-volume support in a shared environment, or charged by the hour for hundreds to thousands of dedicated people focused on a big project, AnswerNet is uniquely positioned to answer the call.
• Our agents are fluent in English, Spanish, and French. For other languages, we partner with a translation service that has the ability to interpret over 250 others. Our Mission To provide the people and technology that will help our clients run their businesses, their way.
About Us
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How you
benefit from
The AnswerNet
Difference
AnswerNet provides the people and technology to help you implement quickly and effectively, in any situation. We utilize a process based on an entrepreneurial culture that makes your individual needs our core focus.
With over 20 contact centers across the U.S. and Canada, we are uniquely positioned to place or answer any call, text, chat, or video to any device, in any language, at any time, any place. With no project too big or too small, our programs not only make our clients money, but they also save them money. When other call centers have a project they can’t handle or that doesn’t fit them, they call AnswerNet “The Call Center’s Call Center.” With 2,000+ employees – from friendly agents and back-office support, to reliable sales reps and tech gurus – we have the right team in place to help you succeed. People
We utilize state-of-the-art technology to get the best results at the lowest cost. The size of our IT department alone is larger than most of our competitors. Technology
Our extensive experience, resources, and processes work together to get your program up & running quickly and effectively.
Speed
If you’re looking for an experienced call center, there’s no better proof of our ability than knowing that when other providers can’t, they turn to us because we can! The “Call Center’s Call Center”
Our cloud-based system is hosted and backed-up on Amazon Web Services
(AWS) for extra data protection.
Data Security
We have decades of experience handling all types & sizes of inbound, outbound, automated, and BPO contact center service projects. Unlimited Scalability
Our culture of entrepreneurialism puts your ROI front and center. We share your desire to find the optimal mix of people and technology to help you succeed. Entrepreneurial Culture
The ultimate in omni-channel solutions, we can communicate with anyone, at any time, in any place, on any device, in any language – all tailored to your business.
“The Business of Any”
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Our Process We use a 4-phase process to ensure our service not only meets your expectations, but exceeds them:
DISCOVERY
Our program begins with a comprehensive discovery process where your business’ current and future needs are established. IMPLEMENTATION
Using the information gathered in the discovery phase, we create a step-by-step implementation plan designed to optimize your services and increase the effectiveness of your program. REPORTING
Once your program is up-and-running, we check-in on a regular basis and provide detailed reports to ensure your communication needs are continuously met and addressed.
REVIEW
Along with your reports, we regularly conduct quality assurance reviews of our agents and our technology to make sure your clients and prospects are delighted with every call.
Management
Structure
• Full-service, 24/7/365 technical assistance is available from our in-house support team
• Clients benefit from our utilization of our partner, SA Hosted’s Virtual Call Center platform
(VCC) – a hosted, omni-channel, contact center solution that allows our sites to manage calls, emails, chats, texts, and more
• VCC includes a powerful API that manages integrations with 3rd party applications to seamlessly engage with your business process systems (including CRMs)
• Secure data exchange capabilities (including 3DES encrypted files with optional Drag n Drop decryption tool, SSL-encrypted web portal, and SFTP, XML/JSON/Web Services via SSL)
• Ability to deliver compliance for both on-premise and virtual environments
• Compliance certifications: HIPAA, PIPEDA, PCI DSS, FEPRA, GDPR, and SOC 2 Our culture is
designed to support
the individual
contributor doing
the work on behalf
of our clients.
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Our
Technology
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• Appointment Management
• Cellphone Answering
• Customer Loyalty Programs
• Customer Service & Support
• Direct Response Marketing Support
• Dispatching
• Holiday Greeting Programs
• Hotlines (SOX, corporate, whistleblower)
• Live Chat
• Medical Answering Services
• Nonprofit (fundraising)
• Order Entry & Processing
• Overflow/After-Hours Support
• Property Management Services
• Recall Services
• Telephone Answering Services
• Texting Support
Third-Party Verification
• Virtual Receptionist
Inbound
BPO
• Customer Experience Management
• Fulfillment Services
• Technical & Field Service Support
• Workforce Outsourcing
• Customer Engagement
• Customer Loyalty & Recovery
Automated
• Appointment Reminders
• Billing
• Dealer Locator
• Email Management
• Faxing
• Follow Me
• Interactive Voice Response
(IVR)
• Online Scheduling
• SMS Texting
• Voicemail
Outbound
• Appointment Setting
• Higher Education Support
(enrollment, financial aid, retention,
tech support, emergency response)
• Collection Reminders
• Event Registration
• Lead Generation
• Lead Qualification
• Licensed Insurance Sales
• Market Research &
Data Collection
• Mystery Shopping
• Nonprofit (donor engagement)
• Payment Protection Programs
• Telemarketing
• Telesales
• Warranty Program Sales
Hosted/Cloud-Based
• Billing (cloud-based)
• Call Routing
• Call Scripter
• Cloud PBX
• Hosted CRM
• Learning Management System
(LMS)
• Motion Omni-Channel Services
(voice, email, text, chat, fax)
• Quality Assurance & Monitoring
• TTY Relay
• Secured Access for Remote
Employees (S.A.F.R.E)
Interactive Voice Response (IVR)
• Virtual Queue
HelpDesk Services
• Agent Helpdesk Support
• L1 Technical Support
• L2 Technical Support
Services &
Solutions
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Our Specialty
Divisions
Years in business 25
Total employees 2,000+
Total clients 10,000+
Services offered 75+
Countries in which we operate 10
Technical staff 50+
Call center locations 20+
Operational hours 24/7/365
Total industries served 50+
Languages interpreted 250+
Years of C-Suite experience 23
AnswerNet by
the Numbers
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Ownership
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Gary A. Pudles
Gary Pudles is President, CEO and founder of AnswerNet. As a “serial entrepreneur,” Pudles is actively realizing his goal of helping businesses to better execute and become more profitable by teaching and supporting entrepreneurship through his multiple technology and service businesses.
Gary is a winner of the SmartCEO Best Run Companies award and the prestigious "Ernst and Young Entrepreneur of the Year" for business service providers. In 2022 and 2023, Gary was named a
“Philadelphia Titan 100,” an elite group of CEOs and C-Level executives who demonstrate exceptional leadership, vision, passion, and influence in their field.
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.
Under the leadership of AnswerNet’s
President & CEO, Gary Pudles, AnswerNet
continues to be recognized for its award-
winning service, including (among others)
the prestigious "Ernst & Young Entrepreneur
of the Year" for Business Service Providers,
and SmartCEO’s “Best Run Company.”
Pudles has also led AnswerNet to the 21st
spot on the “Inc. 500.”
In 2022, Inc. Magazine recognized AnswerNet
an “Inc. Power Partner” among the “252
Companies Founders Can’t Live Without.”
Mr. Pudles himself was named in both 2022
and 2023 as a “Philadelphia Titan 100” in
Telecommunications. This esteemed award
recognizes “Titans of Industry” across the
country who demonstrate exceptional
leadership, vision, passion, and influence in
their field.
Awards &
Recognition
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Association Of TeleServices International (ATSI)
ATSI is the principal national trade association that represents the telemessaging industry (live telephone answering, voice mail and teleservices). ATSI’s mission is to protect the marketplace for the industry by promoting high standards of ethics and service among its members.
Canadian Call Management Association (CAM-X)
CAM-X provides educational, training and networking opportunities for Canadian call center managers. It promotes ethical standards and industry professionalism.
Professional Assoc. for Customer Engagement (PACE) PACE is a nonprofit trade association dedicated to the advancement of companies that engage with customers via the contact center. PACE promotes its members' ability to provide outstanding customer service & sales solutions delivered via omni-channel communication, including voice, email, chat, text and social media. 11
Association
Memberships
© 2023 AnswerNet
answernet.com
3930 Commerce Avenue
Willow Grove, PA 19090
CONTACT:
Eric Skversky
National Sales Executive
****.********@*********.***
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