ATSI News

ATSI is the only national trade association representing the live telephone answering, voice mail, and teleservices industry.  They offer a variety of products, resources, education, and tool.  They also offer networking opportunities, an annual convention, owners forums, webinars, and the ATSI email discussion list - where information and answers can be found within moments!

The annual convention is an education program that provides practical information on a variety of subjects and alerts you to upcoming changes in legislation, telco competition, new technology and equipment. This is a unique opportunity to share ideas, problems, and solutions with your colleagues. The trade show and exposition, an integral part of the convention, provides you with an opportunity to view the latest in voice messaging equipment and technology.

For more information about ATSI, the Association of TeleServices International, call 603-362-9489. Also, look at the ATSI newsfeed for the latest updates and check out ATSI podcasts.

ATSI Awards Telelink Call Centre with Gold Call Center Recertification (December 2009)

Association of Teleservices International (ATSI) announced that Telelink Call Centre has qualified to renew their Gold 24/7 Call Center Certification Award, which was originally earned in 2006.  Telelink is the first Canadian call centre to be so awarded.  The certification indicates that Telelink has met or exceeded high standards in the areas of business practices, life safety, operations (including normal and emergency procedures), personnel hiring, training, and ongoing evaluations through a peer review program focusing on 99.9 percent annual run time.  Since 1966, Telelink has been providing customer service and excelling in multimedia service delivery, emerging technologies, and standardized quality management practices.

Cosmopolitan Medical Awarded Gold Call Center Certification  (September 2009)

Association of Teleservices International (ATSI) announced that Cosmopolitan Medical Communications has requalified for the Gold 24/7 Call Center Certification Award.  The certification indicates that Cosmopolitan Medical Communications has met or exceeded high standards in the following areas: business practices, life safety, operations (including normal and emergency procedures), and personnel hiring, training, and ongoing evaluations through a peer review program focusing on a 99.9 percent annual run time.

 "I believe awards and outside recognition simply demonstrate the extra effort we put into our company philosophy which has been acknowledged by our various awards - including ‘Best Places to Work,' three continuous years of receiving the ATSI Award of Excellence, and the Alfred P. Sloan for Business Excellence in Workplace Flexibility," said Margo Weiss, president of Cosmopolitan.  

Answer 1 Earns Recertification After Exceeding Expectations  (September 2009)

Answer 1 Communications has become a leader in the teleservices industry under the guidance of company president Mary Jones.  Jones and Answer 1 met sixty requirements in areas including business practices, training, and emergency procedures before receiving the 24/7 Gold Certification.  "I am so very proud of our entire staff for the recent top score for the Award of Distinction from our association," said Jones.  "Our experience and complete dedication to customer service, along with meeting the criteria for Gold Site Certification, has made us one of the leaders in this industry."

Answer 1, based in Phoenix, Arizona, has provided bilingual live telemessaging services, remote receptionist service, order taking, help desk, and other communication services for over thirty years and has been the recipient for six consecutive years of the ATSI Award of Excellence and the ATSI Award of Distinction.  Answer 1 also received four CAM-X awards.

Martha Mina Becomes First ATSI Certified Agent of the Year (July 2009)

Martha Mina, of Focus Comm Centers, was chosen as the first ever ATSI Certified Agent of the Year.  Martha, hired in July 1990, has been an exceptional employee, quickly moving up within the company and spending eight years as supervisor.  In 1998, she decided to lessen her work responsibilities and stepped back to agent status.

Martha is meticulous in her message taking and devotes 100 percent attention to her callers.  "She has been our yearly Top Op four out of five years," stated Donna West, president of Focus.  "And she has scored 100 percent on numerous Award of Excellence and Award of Distinction calls since we have been taking part in the programs.  In her nearly nineteen years of being employed by our company, there is nothing that we have ever asked of Martha that she has been unwilling to do."

"Martha is punctual, dependable, and willingly works overtime, and she changes shifts to accommodate our needs," West continued.  "She is a leader, a mentor, and is always upbeat.  People try to live up to her expectations of them.  I'm thrilled for Martha; there could not be a more deserving person."

Business Connections Re-Qualifies for Gold Certification (June 2009)

Business Connections, Inc. has recertified for the Association of Teleservices International (ATSI) 24/7 Call Center Certification Gold Award, originally qualifying in 2002 and again in 2005.  This certification indicates that Business Connections has met or exceeded high standards in the areas of business practices, life safety, operations (including normal and emergency procedures), personnel hiring, training, and ongoing evaluations.

Business Connections manager Dirk Moeller said, "We have won awards for Excellence and Outstanding International Service for eleven consecutive years in the ATSI Award of Excellence (AoE), where an independent panel of judges scores call-handling skills such as courtesy, response time, accuracy, and overall service to their clients.  This 24/7 Call Center Certification program is a great compliment to the AoE program, as it documents our state of readiness to continue to provide excellent service.  In addition to the Call Center Certification Gold Award, we also subscribe to Agility Recovery Solutions.  In the event of a fire or natural disaster Agility Recovery Solutions, within forty-eight hours of an interruption, will deliver any or all of our four key elements of recovery: power, technology, space, and connectivity." 

ATSI is an international trade association for the TeleServices industry.

ATSI Awards Gold Call Center Certification to ABA (April 2009)

A Better Answer, Inc. of Plano, Texas has been awarded the prestigious Gold 24/7 Call Center Certification by the Association of Teleservices International (ATSI). 

A Better Answer Call Centers (ABA), founded in 1971 by Dee Hawkins, is nationally recognized for its excellence as an award-winning bilingual teleservice call center.  ABA has also earned ATSI's annual Award of Excellence for the past ten years for excellence in response time, accuracy, courtesy, and customer service.  It is the only call center to receive ATSI's International "Miss Emily'' Trophy Award for courtesy and professionalism above and beyond.  The company serves business professionals' messaging and order entry needs globally, nationally, and locally.

This certification indicates that ABA has met or exceeded high standards in the following areas: business practices; life safety, operations, including normal and emergency procedures; and personnel hiring, training, and ongoing evaluations through a peer review program focusing on 99.9 percent annual run time.

ATSI is an international trade association serving the teleservices industry.

ATSI Announces Certified Agent of the Year Award Program (March 09)

ATSI has created a new awards program that recognizes outstanding ATSI 24/7 certified agents.  The ATSI 24/7 Certified Agent of the Year Award will give call centers an opportunity to nominate a certified agent who has made a significant contribution to the success of their company.  Nominees should be individuals who are team players, professional in the completion of their duties, and customer service oriented.

"The ATSI 24/7 Certified Agent of the Year is yet another vehicle that ATSI has put in place to recognize the important role that certified agents play in all of our call centers," stated Beth Cooper, ATSI's certification committee chairperson.  "These people are the voices and backbone of our business, and their contributions to our success should not go unrecognized."  

ATSI's 24/7 certification programs consist of four tiers: site, supervisor, dispatcher, and agent.  These accreditations are not only a set of best practices, but also an opportunity for call centers to demonstrate professionalism and adherence to these standards, with a goal of 99.9 percent annual run time.  

The first award will be presented during the awards luncheon at the ATSI Annual Conference, June 17-20 in Pittsburgh, Pennsylvania.

Mid-State Communications Receives ATSI Gold Call Center Certification (Jan 09)

ATSI (Association of Teleservices International) announced that Mid-State Communications, LLC (dba Advanced Answering Service) has received the Gold 24/7 Call Center Certification Award.

The certification indicates that Mid-State Communications has met or exceeded high standards in areas of business practices, life safety, operations (including normal and emergency procedures), and personnel hiring, training, and ongoing evaluations through a peer review program focusing on 99.9 percent annual run time.  This certification has been awarded to less than 1 percent of the industry.

Based in Manchester, TN, Mid-State Communications provides call center services for medical, commercial, and professional clients throughout the United States.

ATSI Answers the Call to Assist Hurricane Relief Effort (Dec 08)

The Association of TeleServices International (ATSI), an international trade association for entrepreneurs in the teleservices industry, recently contributed to the National Amtelco Equipment Owners (NAEO) Operator Relief Fund.

The Operator Relief Fund aims to assist hourly telephone answering service employees who have been adversely affected by Hurricanes Gustav and Ike and Tropical Storm Fay.  Originally initiated after Hurricane Katrina in 2005, the fund provides qualifying industry employees with the opportunity to apply for financial assistance during the aftermath of the storms.

"We greatly appreciate ATSI's donation," said NAEO president John Ratliff.  "Thousands of people in the Gulf Region lost so much due to these storms, and many work in our industry and cannot afford to rebuild without some help."

ATSI president Dennis O'Hara agreed.  "Any time something widespread like this occurs, it is imperative for every organization, in every industry, to step to the forefront and contribute.  Call center operators are the backbone of our industry.  We have a responsibility, as an industry, to help in any way we can."

ATSI Awards Gold Call Center Certification (Dec 08)

The Association of Teleservices International (ATSI) announced that Towne Answering Service has received the Gold 24/7 Call Center Certification Award for the second time.  Towne was the first to be certified for the AccuCall platform in 2005 and is now certified for the PInnacle platform.

 The certification indicates that Towne has met or exceeded high standards in the following areas: business practices, life safety, operations (including normal and emergency procedures), personnel hiring, training, and ongoing evaluations through a peer review program focusing on 99.9 percent annual run time.

ATSI is an international trade association established by and for entrepreneurs in the teleservices business.

ATSI Owner's Forum to Create a World-Class Culture (Nov 08)

The third annual ATSI Owner's Forum will be held January 12-14, 2009 at the Chaminade Conference Center in Santa Cruz, California.  The agenda is designed to help teleservice call center owners drive, develop, and create a team, a culture of accountability, and world-class performance.  Headliners committed to the program are Jack Daly and Cameron Herold.

Jack Daly delivers explosive presentations that inspire audiences to take action.  He understands how to build companies with great cultures because he has done it several times.  Jack leads with content, delivers with contagious enthusiasm, and leaves his audiences both wanting more and committed to taking action.  He brings twenty-plus years of field-proven experience.

During Cameron Herald's tenure as COO at 1-800-GOT-JUNK? he has developed a unique understanding of business and how to grow companies.  Cameron has expertise in leading many aspects of business, including operations, marketing, public relations, strategic alliances, sales, call centers, and franchising.  Having an in-house call center gives Cameron insight into the call center industry.

The 3rd Annual ATSI Owner's Forum will focus on the people who make a difference in every owner's day-to-day accomplishments. 

Call ATSI at 603-362-9489 for more information.

ATSI Announces Convention Expo Vendors (Jun 08)

The Association of Teleservices International (ATSI) has announced that the following vendors have been confirmed as participating in the ATSI 64th Annual Convention & Expo:

The event will be June 18-21, 2008 in St. Louis at the Hyatt Regency Union Station. 

Topics Announced for ATSI's Owner's Forum (Jan 08)

Two "mega" topics are planned for the Second Annual ATSI Owner's Forum next month at the ACE Conference Center in Lafayette Hill, Pennsylvania, January 21-23, 2008.  Headliners committed to the program are Verne Harnish ("The Growth Guy") and the Internet marketing team of Susan and Jim McCrossin.

Harnish is a frequent columnist and a contributing editor for Fortune Small Business Magazine.  The McCrossins have individually spent twenty-five years developing Information Technology (IT) systems and products and being involved in the development and management of IT related businesses.

The first day will be devoted entirely to effective strategies for understanding, developing, and growing attendees' businesses; the focus will be on how to develop the habits necessary to dramatically improve key areas of their business, their people, their processes, and their performance.  Attendees are serious about these areas, and Verne Harnish will provide the input to meet these challenges.

The second day focuses on everything needed to effectively use the Web to advertise business.  Whether it's search engine optimization, link building, analytics, Web 2.0, or putting it all together, Sue and Jim McCrossin will provide the answers.

ATSI Recertifies Focus Comm Centers (Jan 08)

Association of Teleservices International (ATSI) announced that Focus Comm Centers has recertified for the Gold 24/7 Call Center Certification Award after originally qualifying November 2004.  Donna West, president of Focus Comm Centers and an industry leader in quality education training products, said, "I am delighted that this certification product is available along with other with the other ATSI products that help to demonstrate a standard of quality to our clients and industry as a whole."

The certification indicates that Focus Comm Centers has met or exceeded high standards in the following areas: business practices, life safety, and operations, including normal and emergency procedures, personnel hiring, training, and ongoing evaluations through a peer review program focusing on a 99.9% annual run time.

ATSI to Hold Lobbying Boot Camp at ASTAA Meeting (Oct 07)

ATSI, the Association of TeleServices International, will host a grassroots lobbying boot camp Tuesday, November 13th, from 1:00 to 6:00 pm, focusing on lobbying techniques, tactics, and strategies.  This will be in conjunction with the ASTAA (Atlantic States Telephone Answering Association) fall annual meeting November 11-13, 2007 at the Lodge in Williamsburg, VA.

Also scheduled for the ASTAA meeting are Roger Schnorbus, visiting professor of management systems at the University of Richmond's Robins School of Business, where he teaches courses in Strategic Management and Mergers and Acquisitions at MBA levels and John Hill, finance professor at the University of Virginia, who will be presenting "What Every CEO Needs from His or Her CFO, Plus ‘Tools' to Help You Become Your Own CFO." 

Call Centers Earn ATSI Gold Certification (Sep 07)

The Association of Teleservices International (ATSI) announced that Alert Communications and Executive Services have both received the Gold 24/7 Call Center Certification Award.   Additionally, A Better Connection has requalified for the Gold 24/7 Call Center Certification Award.

Alert Communications is based in Ventura, California; Executive Services is based in Pueblo, Colorado; and A Better Connection, which was first certified Gold in 2004, is located in Gilbert, Arizona.

The certification indicates that these call centers have met or exceeded high standards in the areas of business practices, life safety, operations (including normal and emergency procedures), personnel hiring, training, and ongoing evaluations through a peer review program focusing on a 99.9 percent annual run time. 

ATSI Awards Gold 24/7 Call Center Certification (Mar 07)

The Association of Teleservices International (ATSI) announced that Combined Communications has received the Gold 24/7 Call Center Certification Award.  The certification indicates that Combined Communications has met or exceeded high standards in the following areas: business practices; life safety; operations, including normal and emergency procedures; personnel hiring; training; and ongoing evaluations through a peer review program focusing on 99.9% annual run time.

Combined Communications was purchased in 1982 by Larry Kinder, a pioneer in technology and author of the StarLink reporting software. 

ATSI Benchmarks Industry Financial Ratios (Nov 06)

The Association of TeleServices International (ATSI) will be starting its 2006-2007 Financial Benchmarking program this fall.  The program, initially launched in 2004, measures financial data as ratios.  Financial ratios are among the most powerful methods for analyzing the performance and viability of any business.

Benchmarking is an essential management tool for the successful operation of any business in a competitive marketplace.  Benchmarking can identify areas of a call center's operation in need of improvement, can help management with goal setting, and can assist the company with establishing reasonable target areas for improvement.  It also helps ATSI with the identification of best industry practices by highlighting top performing organizations, so that the methods by which they achieve desired results can be analyzed and shared. 

ATSI Creates Presentation Library (Nov 06)

The Association of TeleServices International (ATSI) is currently creating a library of industry-specific presentations which will be made available to the industry at large.  ATSI Education Chair, Lori Jenkins, of Answer-All Secretarial Services, appointed Donna West, from Focus Telecommunications, to spearhead this important project. 

"My job will be to help to create a library of conference presentations and other educational materials that our Regional Associations can use to flesh out their meetings," said West.  "My request to each of you is to think back to the conferences you have attended and let me know which presentations made a great impression on you.  Then, take a moment to let me know which members of our talented industry should be tapped to share their knowledge with the rest of us."

Material from the library will also be available for individual companies' in-house use.  The library will be housed on the ATSI website, where interested parties will be able to read a synopsis of the program, as well as reviews by presenters and participants.

ATSI Creates Promotional Media (Oct 06)

The Association of TeleServices International (ATSI) has created several promotional media pieces for the teleservices industry.  The pieces are designed to promote the reliable service the small call center and telemessaging industry provides.

These humorous 30-second spots may be customized with individual company logos and information and are suitable for a variety of uses.  They can be run as television commercials, viewed on websites, sent as e-cards, shown in trade show booths, or used when speaking to groups.  Combined with ATSI's industry informational Spotlight On: Communications, these promotional pieces present a great introduction to the role the industry plays in the business and public communities.

ATSI to Launch Owners Forums (Oct 06)

The Association of TeleServices International (ATSI) will be launching owner-specific educational forums this year.  These day-and-a-half forums will focus on issues of particular importance to business owners: 

• Bringing service ideas to the market

• Financial strategies

• Succession planning

Each session will provide examples and expand upon how other businesses have handled these issues.  This overview will be followed by attendee general discussion of how the issues impact their businesses and the industry.  The presentations will be used as a springboard for small group discussion to formulate action plans that will be reported back to the whole group.

ATSI Elects Officers & Directors (Sep 06)

The Association of TeleServices International, Inc. (ATSI) Board of Directors elected officers to serve for one-year terms through June 2007.  Raymond P. Shaw, Jr., Business and Professional Exchange, Inc, Beverly, MA will serve as ATSI's President.  Allan Fromm, Anser Services, Green Bay, WI, President-Elect; Dennis O'Hara, Associated Call Centers, Levittown, PA, Vice President-Treasurer; and Jonathon Pierce, Prestige Medical Telephone Answering Service, Riverdale, GA, Vice President-Secretary.

Board members elected for two-year terms ending in June 2008 were Christopher R. Bell, Medcom Professional Services, Levittown, PA and Dennis O'Hara, Associated Call Centers, Levittown, PA.   Newly appointed board members are Richard Bensman, Corporate Message Services, Inc., Savannah, GA, representing PIN and Michelle Weiss, Cosmopolitan Medical Communications, Phoenix, AZ, representing SNUG.

Continuing board members include Marcy Hewlett, A Better Connection, Phoenix, AZ (WSTA); Jannemieke Keener, Keener Communications, Glen Allen, VA (ASTAA); Michael Leibowitz, Call Experts, Charleston, SC; Tim Neville, Optimum Information Services, Alexandria, VA (TUNe); Gary Pudles, AnswerNet Network, Princeton, NJ (GLTSA); John Robinson, Answering Service, Inc., Southfield, MI; Joni Sadowske, Physicians & Surgeons Exchange, Wichita, KS (SATAS); and, Judy Vincent, A Quality Answering Service, Hudson, FL (OEO).

ATSI Introduces Marketing Tool Kit (Sep 06)

The Association of TeleServices International (ATSI) introduced its latest member benefit, the ATSI Marketing Toolkit, at the 2006 Convention and Expo.  The ATSI Marketing Toolkit is designed to provide users with effective marketing options and strategies.  It includes proven materials that, when put to use, can provide growth in the user's business.

The Toolkit includes templates for postcards and new leads direct mailers, general and seasonal ads for newspapers and magazines, presentation folders with customized sales sheets, incentive coupons, general sales brochures, bill stuffers to encourage referrals, news releases, outbound telemarketing sales scripts, email cards and other Internet friendly forms of direct sales tools.

These templates are created to target the most common industry customers and professions including healthcare providers, lawyers, property management/real estate companies, funeral homes, HVAC, small office/home office and many others.

The templates in the toolkit can be customized by the user or printer to meet the specific needs of the users and promote their firms' services.  Specially discounted pre-release orders are being taken now.

Cosmopolitan Medical Earns Certification (Jul 06)

The Association of Teleservices International (ATSI) announced that Cosmopolitan Medical Communications has received the Gold 24/7 Call Center Certification Award.  The Certification indicates that Cosmopolitan Medical Communications has met or exceeded high standards in the following areas: business practices; life safety; operations, including normal and emergency procedures; personnel hiring; training; and ongoing evaluations through a peer review program focusing on 99.9% annual run time.

ATSI Awards Certification to Intercon Messaging (Jun 06)

Association of Teleservices International (ATSI) announced that Intercon Messaging, Inc. has received the Gold 24/7 Call Center Certification Award.  Intercon is the second Canadian call center to be so awarded and the first in Alberta. 

The certification indicates that Intercon has met or exceeded high standards in the following areas: business practices, life safety, operations including normal and emergency procedures, personnel hiring, training, and ongoing evaluations through a peer review program focusing on 99.9% annual run time.

ATSI Awards Call Center Certification (Nov 05)

The Association of Teleservices International (ATSI) announced that MTM Communications has received the 24/7 Call Center Certification Award.  The certification indicates that MTM Communications has met or exceeded high standards in the following areas: business practices, life safety, operations including normal and emergency procedures, personnel hiring, training, and ongoing evaluations through a peer review program focusing on 99.9% annual run time.

MTM is the second OEO (CadCom Equipment Owners) site to be certified.  OEO is a volunteer organization comprised of telemessaging services and call centers who utilize telemessaging equipment manufactured by CadCom Telesystems, Inc.

CadCom is a provider of contact center portal applications, including customer-oriented and advanced products, hosted application services, customer support programs, and business operations professional services.  ATSI, based in Atkinson, NH, is an international trade association established by and for entrepreneurs in the teleservices business.

Business Connections Earns Gold (Nov 05)

The Association of Teleservices International (ATSI) announced that Business Connections, Inc. has re-certified and qualifies for the 24/7 Call Center Certification Gold Award.  This Certification indicates that Business Connections has met or exceeded high standards in the following areas: business practices, life safety, operations including normal and emergency procedures, personnel hiring, training, and ongoing evaluations.

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