Our Outstanding Service Earns Award of Excellence
Answer Watertown, of Watertown, NY has been honored with the exclusive ATSI 2016 Award of Excellence. This award is presented annually by the Association of TeleServices International (ATSI), the industry’s Trade Association for providers of telecommunications and call center services including telephone answering and message delivery across North America and the UK. Answer Watertown was presented with the award at ATSI’s 2016 Annual Convention held at Hilton Downtown, Tampa, FL.
“This was the first year our Watertown office participated in the ATSI competition and to have achieved a score that broke the Top 20 is outstanding.”, said Gardner McLean, President of Answer Watertown. “It’s one of the best performances we’ve ever had from a new office and I couldn’t be more proud. The team lead by Emily Poste, worked hard to ensure they delivered on their goal to achieve the award and they didn’t disappoint.”
Independent judges are contracted by ATSI to evaluate message services over a six month period. The scoring criteria includes:
– Response Time
– Courteousness of Rep
– Accuracy of Call
– Knowledge of Account
– Overall Impression of Call
“The ATSI Award of Excellence Program recognizes that excellence requires a level of service that considers the caller first in every aspect of the call. The award is earned by a company by judging the handling of calls placed by mystery callers against specific, member-driven criteria.” Says ATSI President Jeffrey W. Zindel, “Companies that earn this award are continuously focusing on delivering first class service to their customers. It is truly an honor!”
The award started 20 years ago as a means to improve the overall quality of the call centre industry by setting expectations and measurements to ensure a successful call handling experience.
“Our Watertown team didn’t hesitate to join the ATSI Award of Excellence program this year. It was the first time they were eligible to compete and they did so with great enthusiasm.”, shared Ray Schremp, VP of Operations. “Each incoming call is an opportunity to achieve excellence. Our participation also encourages all of our employees to work toward a common goal – outstanding customer service. The employees buy into the program as illustrated with the outstanding results they produce.”
ATSI extends its congratulations to the staff of Answer Watertown on their proven quality service to their customers.