Call centers from across North America and the United Kingdom take part in the Award of Excellence program. Wherein, independent judges make random test calls to participating call centers.
These 'secret shopper' calls occurred over a six-month period which included the first few months of the COVID-19 pandemic.
Each call is scored on several criteria, including:
- Courteousness of call center agent
- Speed of calls answered
- Information accuracy
- Knowledge of account
- Overall impression of call
“The ATSI Award of Excellence is a great way for our members and their employees to evaluate how they are providing service to their customers. It enables them to identify the things that make them great and the areas that they can work on to get better. We have members that have been involved in the program for decades and are very proud each year when they win the award.” Says ATSI President Joseph Pores.
The award started 25 years ago to improve the quality of the telephone answering service industry. It sets expectations and measurements that ensure an excellent customer service experience when a virtual assistant answers the phone.
"I am amazed by and humbled to work with such a great group of people. Despite all the challenges and stress that COVID-19 threw at us, our resiliency and commitment to helping others never waived. We’re truly all in when it comes to making a difference in our clients’ success.” Says Aaron Boatin, President of Ambs Call Center.
About Ambs Call Center
Ambs Call Center provides HIPAA compliant virtual receptionist and phone answering services across North America. Ambs Call Center operates call centers in Grand Rapids and Jackson, Michigan and Tampa, Florida. They serve clients across the United States and Canada. They provide a wide range of live telephone answering services to businesses. Service offerings include virtual receptionist, appointment scheduling, receptionist service, telephone answering service, help desk, employee reporting service, customer service and order taking. Their health care division focuses on medical answering service, patient satisfaction and physician referral and class registration. Processing over 10 million contacts annually, Ambs Call Center is family owned and has been in business since 1932.