2010 ATSI Call Center Award of Distinction
Registration Period: Registration begins September 1, 2009 and ends September 30, 2009
Client Profile Submission Period: Online submission ends October 31, 2009
Awards are announced and given at the 2010 ATSI Annual Convention & Expo, May 11-15, 2010 in San Diego, CA.
Program Overview
The Call Center Award of Distinction is geared specifically towards call-center-type accounts. If your firm provides any of the following types of services to clients, this program will help you measure your performance levels:
- Order Entry
- Fulfillment
- Registration
- Surveys
- Web Applications
- Emergency Response
- Reservations
- Help Desk
- Computer IT
Why we offer the Award
There is enormous competition across the Call Center industry for business, and you need every advantage possible to ensure you meet your customers’ needs.
The Call Center Award of Distinction program focuses on Customer Relationship Management (CRM), courtesy, etiquette and proper call techniques of the Agents handling the application. This program assists you in assessing and controlling the quality of service you provide to this type of client. Additionally, winning the Award gives you an additional edge over your competitors.
Distinctive Program Features (this is not the Award of Excellence program)
The Call Center Award of Distinction is different from the Award of Excellence program in several ways:
- Messaging clients are not appropriate for this program.
- Among other things, agents are judged on their ability to follow the script without sounding robotic, to give the impression of being knowledgeable about the account, to complete the given transaction requirements, etc.
- Your clients should know that test calls are being made and that you are participating in the program.
- This is not a progressive program – you win or lose based on your performance each year.
Win or lose, you benefit from participation.
If successful in achieving an 80% overall average score, participants will enjoy:
- An attractive acrylic award for the office to remind both customers and staff of their accomplishment
- A press release to send to the appropriate media and use in sales kits and staff / customer newsletters
- A photo op at the presentation ceremony to accompany the press release
- Team accomplishment and pride
- The ability to improve further by using the evaluation sheets and tape of calls to find areas still in need of attention
This program was designed as a measure of quality control. The success of the program however has not been based on "winning’ the Award. If unsuccessful in achieving an 80% overall average score:
- it is a chance to regroup and find areas to improve
- each participant receives evaluation sheets and a tape of calls which are the best tools to establish areas in need of attention
- management & staff rally together to determine to win it next time
How to participate.
It’s simple. Click on the links below to download the files you need to get you started. Be sure to read all the materials completely before you begin the process.
Questions? We’re here to help.
ATSI will provide you with help in how to select appropriate clients, complete your forms, and make electronic submission. Contact us at (866) 896-2874.
Client Profile Submission Form
View the list of recipients of the Call Center Award of Distinction