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 and took place for the second year in a row during the global 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 essential to our members and their employees to continually evaluate the service levels they are providing to their clients. It enables them to identify areas of greatness, as well as places that need attention. We’ve had members that have participated in the program for decades and look forward to winning their awards each year.” Says ATSI President Tifani Leal.
The award started 25 years ago as a means to improve the overall quality of the call center industry by setting expectations and measurements to ensure a successful call handling experience.
"Service to the customer above all else is one of our core values at Ambs Call Center. I am beyond proud of our team's dedication to our clients. Being able to celebrate the 2021 ATSI Award of Excellence with our team is an absolute thrill. Especially considering all the challenges we've faced with the pandemic.” 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.