Simon & Schuster has been using Frontline Call Center to handle the Pimsleur Language Program 800# since September 2006 and they have in every way met or exceeded our expectations. People call our 800# for a variety of reasons having found it in a variety of places. It appears on every Pimsleur program we sell and most of the people call because they want information about continuing their language learning. So the Frontline agents have to be well versed not only in all the editions we publish - as of this writing over 220 separate products that cover 23 languages for English speakers to learn and programs that teach English in 14 different languages. Their primary job, then, is to sell our more extensive Pimsleur programs. And they have.

Frontline was able to plug into the Simon & Schuster order entry and tracking system with ease and have been operating smoothly in that environment ever since we flipped the switch.

Among the many other tasks required of Frontline agents are:

Handling requests for replacement booklets, CD's and cassettes for customers whose originals have gone astray.

Tracking orders for customers.

Dealing with customers of other resellers who think that by calling the 'official' Pimsleur # the person who answers will know their order history.

Handling calls from people who do not speak English - the agents use a third party translation service that allows them to participate in a three-way conversation with a translator and the caller.

And we get regular, reliable reporting on the Frontline activities that allow us to analyze and plan our marketing efforts.

In short, if we needed Frontline to move Mt. Rainier a few feet to the left (west, from our perspective) I have no doubt that they could do it before the end of business that day.

Whit Waterbury, Director of Audio Programs for Simon & Shuster