Paul
Managment contacts are superior but SLA misses persist
My experience with Answernet has been mixed recently. On the one hand, our direct contacts are excellent. Account manager Laurel Ardle is highly responsive and knowledgeable. Laurel has brought new depth and analysis to our projections. I have been impressed with Andrea M., Miguel Madrigal and Nicole Mendes in the Phoenix call center. I am especially impressed with Andrea's in-depth knowledge of the Blue365 program and her collaborative approach with members. Andrea M. knows our program exceptionally well and is a great communicator. Tammy Szilli has been a pleasure to work with through our upcoming transition and has a strong knowledge of our technical approach. Yet, there have been consistent service level misses over the last several months on abandonment rate and service levels resulting in Service Level Agreement penalties. We are hopeful that Answernet can fix this. We want to be a profitable piece of business for Answernet and we would rather have the good service we know Answernet is capable of rather than the lower monthly fees that result from the SLA misses. We want to work with Answernet to ensure there are no service level misses with our growing and successful program.