AnswerPlus In the News
Montreal, ON – December 4th, 2015 – AnswerPlus Operations Manager Nora El-Ramii receives the CAM-X Donald Swift Education Endowment Award in Charleston, SC.
2015- AnswerPlus responds to telemarketing calls placed in Australia
2014- AnswerPlus Hamilton has been awarded the CAM-X Award of Excellence for exceeding the high customer service standards set by the association and its membership.
2014- AnswerPlus COO Dana Lloyd talks to Sticky Branding about what it is that makes AnswerPlus not only successful, but a leading resource in employee retention in an industry notorious for it’s high employee turnover rate.
AnswerPlus Inc has been honoured with the prestigious 2012 Call Centre Award of Distinction by the Canadian Call Management Association (CAM-X). The Industry’s Trade Association for providers of Call Centre Services.
Hamilton, Ontario – November 10, 2011 – Local business leader, Barbara Bradbury, was inducted into the Canadian Call Management Association (CAM-X) Hall of Fame. Ms. Bradburys’ commitment and contribution to both the innovation and leadership of the Answering Service and Call Centre industry was applauded.
Answer Plus of Hamilton, ON has been honoured with the exclusive 2011 Award of Excellence for the seventeenth consecutive year. The Award is presented annually by the Canadian Call Management Association (CAM-X), the industry’s Trade Association for providers of call centre services including telephone answering and message delivery. Answer Plus was presented with the Award recently at the CAM-X 47th Annual Convention and Trade Show held at the Hyatt Regency, Montreal, QC.
AnswerPlus of Hamilton, ON has been honoured with the exclusive 2010 Award of Excellence for the sixteenth consecutive year. The award is presented annually by the Canadian Call Management Association (CAM-X), the industry’s Trade Association for providers of call centre services including telephone answering and message delivery. AnswerPlus was presented with the award recently at the CAM-X 46th Annual Convention and Trade Show held at the Hard Rock Hotel & Casino, Las Vegas, NV.
It was a long time ago, but Leif Soderholm, owner of Soderholm Maritime Services Inc., a Hamilton-based provider of water-related construction services, will never forget the time he lost a big contract, simply because he couldn’t answer a call.
“That was a painful lesson. It was 17 minutes between getting the page and finishing my bank transaction. I lost a $6,000 job because I didn’t respond immediately.”
The state of the economy was a hot topic of conversation but didn’t detract from celebrating the achievements of Hamilton’s businesses last night. The Hamilton Chamber of Commerce handed out eight awards to businesses at its 25th annual gala ceremony. “In these tough economic times, the tough get going,” chamber president Ruth Liebersbach said in her opening remarks. “We believe that the companies nominated for the Outstanding Business Achievement awards are great examples of companies that are tough.”
Barbara Bradbury, vice president at AnswerPlus Inc., has a surprising answer when asked why the 48-year-old call centre has been such a success over the years.
The customer doesn’t come first.
Our employees have to come first. We’re selling a service and you’re only going to give good service by having good and happy people she says. We probably devote 70 per cent or more of our time and resources on our employees coaching, training, monitoring. It’s all about them.
Answer Plus Inc., of Hamilton ON has been honoured with the exclusive 2008 Award of Excellence for the fourteenth consecutive year. The award is presented annually by the Canadian Call Management Association (CAM-X), the industry’s Trade Association for providers of call centre services including telephone answering and message delivery. Answer Plus Inc. was presented with the award recently at the CAM-X 44th Annual Convention and Trade Show held at the Deerhurst Inn, Huntsville, ON.
The Human Resources Committee of the Hamilton Chamber of Commerce awarded AnswerPlus with the HR Hero Award, sponsored by the Hamilton branch of the Canadian Human Resource Professionals Association, at a luncheon held Friday at the Waterfront Centre. Nominated by HR Fusion, AnswerPlus was selected by the Human Resources Committee in recognition of their ongoing HR practices and guiding principles.
“Our chain is growing so quickly, we’re at the point where we ask ourselves whether we look at building more brick and mortar sites and all the associated capital costs or do we go to a remote-agent model,” says Amyn Somani, vice-president of corporate services.
Differentiation in marketing today requires some innovative thinking. Developers are competing for the attention of comparison shoppers who rely on Web searches and other media to scope out the market. When not surfing the Web, these same buyers could could be checking out billboards on their commute to and from work – a behaviour that is reflected in the fact that phone-in inquiries on properties tend to peak shortly after rush hour.
Dialling customer service and reaching Singapore is a familiar experience these days, but a Hamilton call centre is fighting the exodus to Asia. AnswerPlus, started 45 years ago by Paul Lloyd’s mother, Dolly, in a janitors closet now has more than 100 employees and 600 customers at its Hamilton head office, plus a Toronto branch.
Ever call a company and find yourself lost in a labyrinth of phone trees? Or put on hold for extended peroid at a time? Or transferred to what those in the customer-service biz call “voice-mail jail” – a seemingly unrelated voice-mail box?” The horrors of poorly thought-through automated phone service can make the simplest of inquiries chew up valuable time.
Answer Plus Inc., a third-party call center based in Hamilton, Ontario, that handle emergency response, reservation, helpdesk, and order-taking calls for a variety of clients, literally tells those clients that they come last — behind AnswerPlus’s own employees and behind their clients’ customers.
In Paul Lloyd’s business, clients don’t come first. “Actually they come third,” says Lloyd, president and CEO of Toronto-based AnswerPlus Inc., one of the country’s leading inbound call-centre providers. “The first priority is our voice.”