Award of Excellence

The ATSI Award of Excellence program was designed as a tool of measurement of your customer service levels. The success of the program has not been based on "winning" the Award, but in the internal training and quality control, each participating office puts in place to achieve the 80% average score across the total calls. Many participants tell us they prepare a year in advance for the program by using the scoring criteria of the program in their training programs and internal monitoring, and we repeatedly hear that participants - whether they achieve the award or not - recognize that their quality of service to their clients has increased dramatically. Not achieving the award can also be beneficial. The evaluation reports and recording of the calls can serve as essential tools to recognize the service areas in need of attention, giving management and staff a chance to re-group and work together to achieve the award the next time. For the integrity of the program, it is very important that participants do not identify to their agents which accounts have been entered into the program. It is also advisable for those who participate from year to year to switch the accounts being used in the program. Your staff will know which had been chosen when you share the evaluation and calls with them. The greatest results come from management and staff working together towards a joint goal of achievement in a truly blind program. Participation on this basis brings the reward of true achievement and successful team effort. All members are encouraged to participate in the program. The benefits to your company and your customers are truly great. 

PROGRAM OVERVIEW 

Your service quality CAN be measured!  The ATSI Award of Excellence Program is the tool you need to ensure the professional level of quality your clients demand. 

Over a six-month period, your company will be contacted by outsourced ‘mystery callers’ who conduct 10 test calls based on client profile information you provide.  Independent judges listen to the call recordings and assess a score; the average of all 10 scores becomes your company’s overall score.  Participating companies achieving a score of 80 percent or higher will receive the ATSI Award of Excellence, presented at the Annual Conference.

ENTRY REQUIREMENTS 

You MUST be a member of ATSI to participate.  When payment and registration documents are received, the Award Administrator will send via email to your Program Administrator a link and pass-codes to enter your client profile information.  Your Program Administrator will be ATSI’s point of contact for all questions and materials.  Please ensure that the person(s) responsible for administering the program in your organization understand the guidelines provided.

 For more information about the award program and scoring criteria, please see the options below.

The AOE Mentoring Guide has been designed to assist participants with understanding all aspects of the Award of Excellence program including: benefits of participation, information required in the forms, the scoring process, and the role of your staff in the program.

Experienced committee members administer this program, and individuals hired and trained specifically for mystery call testing in the telemessaging industry conduct the calls.  In order to maintain absolute confidentiality, no ATSI member or Director will have access to the identity of participating members.  The cut above will be rewarded with our coveted AWARD OF EXCELLENCE.  Here is how we determine that level.