March 29, 2006

The Big Picture  Answering Virgin Life Care calls is #1  AMS has shifted focus from ongoing fulfillment to event or campaign-based  Outreach and “pop up” programs help to drive revenue and fill gaps. Invensys and SimplyDirect will make March positive  AMS has made staffing changes and addressed internal issues for tighter expense control. Effects?

Client Services Our latest Clients: Thomson, SimplyDirectOur latest Clients: Thomson, SimplyDirect KEY Accounts: Porsche, Virgin Life Care, ItronixKEY Accounts: Porsche, Virgin Life Care, Itronix ESPECIALLY WITH NEW OR BIG NAME ACCOUNTS:ESPECIALLY WITH NEW OR BIG NAME ACCOUNTS: –ALWAYS RECORD EVERY CALL IN THE CLIENT DATA CAPTURE SYSTEM –OUR SERVICE SHOULD STRIVE TO BE PERFECT, EVERY CALL, DATA ENTRY, LETTER –ANSWER THE PHONE BEFORE 3 rd RING –WE NEED TO CATCH ALL CALLS, CLIENTS ARE WATCHING. ESPECIALLY VIRGIN –ALWAYS answer “Thank you for calling –ALWAYS answer “Thank you for calling

Client Services STAYING WITH MISSIONS HAS IMPROVEDSTAYING WITH MISSIONS HAS IMPROVED AMS Staffing is lean, so we need COVERAGE for shifts and clean hand-offsAMS Staffing is lean, so we need COVERAGE for shifts and clean hand-offs –If projects aren’t complete, make it clear where to go TRAC Requests are essential for billingTRAC Requests are essential for billing Update Inventory so that we can re-orderUpdate Inventory so that we can re-order When will we receive our next positive letter from a client prospect or customer?When will we receive our next positive letter from a client prospect or customer? CREATE A “RED CARPET EXPERIENCE” FOR EACH CALLERCREATE A “RED CARPET EXPERIENCE” FOR EACH CALLER

Guidelines Think about the challenge for each client program and possible solutions Be BILLABLE in Inbound or Outbound and be FLUENT, study each client and practice Tasks, Hours and Expectations should add up –An effective and consistent performance is required to keep your job. Advancement comes from exceeding expectations.

AMS Policy Updates Employees now have the option of Direct Deposit for their paychecks. Cost is $1 per pay period. No fee for standard check. Following the 3/31 paycheck there will be a one week delay, next pay day 4/21. Pay periods will then reflect the previous two weeks and employees will have one weeks pay remaining at the end of their employment with AMS. Insurance and Health Care coverage. Effective April 1, 2006 ALL AMS employees within the individual or health insurance plan will be making a contribution. Despite the cost increase of almost 10%, we’re staying with Blue Cross.

AMS Policy Updates Paychecks will be generated by a third-party payroll services firm, for direct deposit or shipping to AMS. In the wake of recent, security and payroll issues, all other AMS checks will be hand-signed and we will review and verify all expenses. Please throw away all cardboard and trash (that does not fit in the waste baskets) before you punch out. The dumpster is located at the loading dock. Please keep the office clean.

Reminders Porsche visits AMS Monday April 3rd The new phone system provides user-specific reporting to track who is taking inbound calls and making outbound calls. Your Mission is your personal scorecard There is not enough fulfillment or data entry to prevent people from reaching their scheduled outbound hours. Lisa Weagle with all payroll or taxes questions. Her schedule is Monday 10-4 and then Tues/Thurs evenings 5:30-9.