AnswerFirst Communications, an international telephone answering service and customer service solutions company specializing in answering services, virtual receptionist and call center solutions, announced this week that they are applying for the ATSI (Association of Teleservices International) Award of Excellence.
According to their website, ATSI was founded in 1942 and represents 400 of the most sophisticated TeleService agencies in the world; all ATSI members are required to adhere to a specific code of ethics that help to maintain high standards in the teleservices industries. AnswerFirst is a long-standing ATSI member but has not previously applied for the Award of Excellence.
According to ATSI, the Award of Excellence recognizes that excellence requires a level of service that considers the caller first in every aspect of the call; the Award of Excellence program measures operators’ overall quality of service. Excellence makes a caller believe they are the most important person (or their problem is the most important consideration) to the operator or telereceptionist. As part of the Award of Excellence application process, a team of independent, specialized judges contracted by ATSI will place mystery calls to AnswerFirst agents for six months. During these calls, AnswerFirst’s operators will be judged for courtesy, response time, accuracy and overall level of service. If AnswerFirst agents are successful at achieving an 80% overall average score during the six month evaluation period then AnswerFirst may be awarded the Award of Excellence.
Lauren Sands, Call Center Manager at AnswerFirst said,“I’ve been talking to our operators about the ATSI Award of Excellence for the past two years and I am excited that we are taking a step forward and applying. I told our agents that there is no need to be concerned about their performance because if they simply adhere to our quality guidelines 100% of the time that we will have no problem earning the award.”
AnswerFirst Communications, Inc. (answerfirst.com) is based on Tampa, FL and provides answering services, virtual receptionist and call center solutions to customers internationally. For more information about AnswerFirst's answering service and call center solutions please visit their website or call Teri Erickson.