Nate Gefvert Recognized with 2017 Allen Kalik Award

Nate Gefvert of Towne Answering Service received the 2017 Allen Kalik Award at the annual PINetwork User Group Meeting in Miami, Florida. The Allen Kalik Award was implemented in 2011 after the passing of industry leader and Professional Teledata’s late president, Allen Kalik. Honoring Allen for his tremendous contributions to the telecommunications industry and the PINetwork Group (PIN), this award recognizes individuals whose unselfish dedication and leadership have led to the advancement of PIN.

“Nate has always been very willing to share his knowledge and expertise with fellow PIN members,” said Phyllis Shaw, education committee chair of the PIN Board. “He is continually there to lend a hand or offer a potential solution. He pushes the limits and thinks outside the box. Nate is very deserving of the Allen Kalik Award.”

Gefvert is the systems administrator at Town Answering Service. He joined Towne Answering Service in 2004 and moved into his current role in 2009. He is an active member of the PIN Board, currently serving as secretary. In 2013, he served as vice president and in 2014 he served as president of the PIN Board.

Professional Teledata“I am honored to be considered alongside the other great contributors to the PINetwork who have helped so many others—including me—over the years,” said Gefvert. “I remember Allen being kind and considerate to me at my first PIN conference when I had no knowledge of what a TAS platform was. His vision for Pinnacle helped create the invaluable toolkit of software that we rely upon to this day, and fostered a developmental mindset of always expanding and growing the product to suit future needs.”

Executive Services Earns Gold Call Center Certification

The Association of Teleservices International (ATSI) announced that Allgood Communications, Inc, dba Executive Services, has re-qualified for a fourth time and has been awarded the Gold 24/7 Call Center Certification Award.

“This qualification is another milestone in our continuous investment in technology, people, and processes,” said April Kasza, Executive Services’ general manager. She continued, “Tom Sheridan, Executive Services’ president and part of the founding certification process, has committed to provide the highest quality services to our clients. Together, we are able to offer the best call center and information technology available, as well as innovative applications and quality service.”

The certification indicates that Executive Services 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. This includes telephone answering services, voicemail services, telemarketing services, and any other business that provides enhanced communication services.

ATSI Recertifies Focus Telecommunications

ATSI - Association of TeleServices InternationalAssociation of Teleservices International (ATSI) announced that Focus Telecommunications has re-certified for the Gold 24/7 Call Center Certification Award after originally qualifying November 2004.

Donna West, president of Focus Telecommunications and an industry leader in quality education training products said, “I am delighted that this certification product is available along with other ATSI products that help to demonstrate a standard of quality to our clients and industry as a whole.”

Tom Reandeau, vice president of operations said, “Focus has been a long-time supporter of the ATSI certification program and along with the site certification, we also participate in the Agent, Advanced Agent, and Supervisor Certification Programs as well as the Award of Excellence and Award of Distinction for Call Centers, which helps to codify our commitment to excellence.”

The certification indicates that Focus Telecommunications 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 Awards Gold Call Center Re-Certification

A Better Answer, Inc. of Dallas, Texas has been awarded the Gold 24/7 Call Center Certification by the Association of Teleservices International (ATSI) for the third time, originally qualifying in 2009 and the first certified in Texas.

A Better Answer Call Centers (ABA), founded in 1971 by Dee Hawkins and now approaching its forty-fifth year, is nationally recognized for its excellence as an award winning bilingual telephone answering service. ABA has also earned ATSI’s Award of Excellence annually for the past seventeen years. The company’s home office is in Plano-Dallas with offices in Ft. Worth and Houston, TX and serves business professionals’ messaging and order entry needs globally, nationally and locally throughout Texas. President and founder Delores Dee Hawkins is a nationally recognized speaker and expert in call center operations with a specialty in supervisor training.

This certification indicates that a call center 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.

[Posted by Peter DeHaan for Connections Magazine, a contact center publication from Peter DeHaan Publishing Inc.]

Sixteenth Annual Call Center Week Awards Winners Announced

Winners of the Call Center Week Excellence Awards were announced during an evening gala during the 16th Annual Call Center Week. Sponsored by Salesforce and Kronos, winners were recognized for their superior thinking, creativity and execution across the full spectrum of contact center functions:

  • Best in Class Call Center (Over 200 Seats): Winner: UPMC Health Plan; runner-up: NYC311; and honorable mention: Dish Network
  • Best in Class Call Center (100-199 Seats): Winner: ACCO Brands; runner-up: ISN; and honorable mention: Benefitfocus
  • Best Marketing Team that Supports CS: Winner: Discover Financial Services; runner-up: UPMC Health Plan; and honorable mention: Blinds.com
  • Best New Technology: Winner: Convergent; runner-up:Kodak Alaris; and honorable mention: Support.com
  • Call Center Leader of the Year: Winner: Mary Beth Jenkins, UPMC Health Plan; runner-up: George Larribas, WellsFargo; and honorable mention: Gratia Carver, Allegion
  • Best Contact Center Culture: Winner: PGi; runner-up: UPMC Health Plan; and honorable mention: Crisis Response Network
  • Best Use of Voice of the Customer: Winner: Starwood Hotel; runner-up: Discover Financial Services; and honorable mention: Guidewell Connect
  • Best in Class Call Center (Under 99 Seats): Winner: Crisis Response Network; runner-up: Allegion; and honorable mention: Hootsuite
  • Best Outsourced Provider: Winner: Knoah Solutions, Inc.; runner-up: Convergys; and honorable mention: TeleTech
  • Best Technology Solution Provider: Winner: Fonolo; runner-up: [24]7 IntelliResponse; and honorable mention: CallMiner
  • Best Training and Development Program: Winner: Discover Financial Services; runner-up: MTM; and honorable mention: ISN
  • Best Supervisor of the Year: Winner: Amanda Brown, Genesco; runner-up: Rhonda Grant, TG
  • Best IT Team: Winner: Center Point Energy; runner-up: Discover Financial Services; and honorable mention: Discover Bank

[Posted by Peter DeHaan for Connections Magazine, a contact center publication from Peter DeHaan Publishing Inc.]

CAM-X 2014 Call Centre Award of Distinction Winners

The CAM-X Call Centre Award of Distinction addresses customer relationship management (CRM), courtesy, etiquette, and professional call handling in call centers. This program focuses on call centers that provide order entry, fulfillment, registration, surveys, Web applications, escalated emergency response, reservations, and help desk services. It’s a mystery caller program using two independent judges with predetermined scoring criteria to evaluate calls.

The 2014 CAM-X Call Centre Award of Distinction winners are:

  • Time Communications, White Bear Lake, MN
  • AnswerPlus Hamilton, Hamilton, ON
  • TigerTel Oshawa Branch
  • TigerTel Nanaimo Branch
  • TigerTel London/Winnipeg Branch
  • TigerTel Vancouver Branch
  • TigerTel Toronto/Halifax Branch
  • AnswerPlus Toronto, Toronto, ON
  • Connections Call Centre Ltd., Squamish, BC
  • SureCall Contact Centers, Calgary, AB
  • Extend Communications Inc., Brantford, ON
  • Focus Telecommunications, Inc., Eldersburg, MD
  • Answer 1 Communications, Phoenix, AZ
  • Select Call Centre – Alberta, Edmonton, AB
  • Intercon Messaging, Inc., Drayton Valley, AB

Connections Magazine congratulates these call centers for this prestigious accomplishment.

[From Connection Magazine Nov/Dec 2014]

Steve Moak Honored with Spirit of Philanthropy Award

Steve Moak, chairman of Synergy Solutions, Inc., was awarded with the Making a Difference Spirit of Philanthropy Award during the recent PACE 2014 Annual Convention. The award is given to an individual who exemplifies the spirit of philanthropy by inspiring their company to commitment and involvement in the community through contributions of service, time, leadership, and monetary donations. Steve Moak earned this distinction through his ongoing commitment to notMYkid.org, a nonprofit organization dedicated to providing educational and support resources for parents of teenagers to further the prevention of drug addiction, alcohol abuse, depression, eating disorders, cyber bullying, and suicide. Steve, and his wife Debbie, support this cause with their time and money. NotMYkid offers services in 300 schools and reaches 100,000 parents, students, and faculty.

“We extend our congratulations to Steve for his achievement. Steve was selected for this award based on the amazing work that he and his wife have done to establish notMYkid.org. Their commitment to making a difference inspires a culture of giving back here at Synergy and we are very proud of this recognition for Steve,” said Lori Fentem, President of Synergy Solutions, Inc.

[Posted by Peter DeHaan for Connections Magazine, a contact center publication from Peter DeHaan Publishing Inc.]

Contact Center Compliance Wins Technovation Award for Cloud Training

Contact Center Compliance was selected as the winner of the Technovation award for innovation in compliance for its cloud based training product at the 2014 PACE Convention & Expo in Hollywood, Florida.

“Having a comprehensive safe harbor training program is essential in today’s environment especially with increased TCPA and CFPB scrutiny. Our cloud based training solution allows our clients to stay updated on the latest rules to protect a company’s bottom line. As enforcement is on the rise, having a trusted cloud solution is even more important.” Ron Allen, CEO

Implementing compliance training across a contact center enterprise can be complicated without a trusted compliance provider. Fortunately, Contact Center Compliance has developed innovative cloud training that is ideal for contact centers that struggle with overwhelming regulations.

PACE recognizes innovators in contact center technology that are unique and provide measurable ROI. Contact Center Compliance is proud to earn this award along with other industry leaders such as nVoq, Connect First, eTech, and inContact.

Contact Center Compliance is a cloud based compliance provider that reduces the complexity of TCPA Wireless and Federal and State Do-Not-Call (DNC) regulations.

[Posted by Peter DeHaan for Connections Magazine, a contact center publication from Peter DeHaan Publishing Inc.]

The Results Companies Awarded 2014 Best Voice Excellence Company of the Year

The Results Companies, a provider of Customer Experience Management services and Business Process Outsourcing solutions, was named 2014 Best Voice Excellence Company of the Year in the Philippines. The award was presented to The Results Companies at the Eighth Annual International Information and Communication Technology Awards Ceremony, held on Thursday, March 13, 2014, at the Makati Shangri-la Hotel Manila. The Canadian Chamber of Commerce of the Philippines (CanCham), in association with the International Technology and Business Process Association of the Philippines (IBPAP), hosted the awards ceremony, which recognizes the outstanding achievements and excellence in organizations and individuals within the Information and Communications Technology community in the Philippines.

“It is a distinct honor to be recognized as The Best Voice Excellence Company of the Year in the Philippines by ICT International,” stated Alec Brecker, president of The Results Companies. “This ranking, as well as last year’s 2013 Fastest Growing BPO Award, is a testament to the significant growth that The Results Companies is experiencing globally as a direct result of our focus on excellence in every aspect of our business model.”

[Posted by Peter DeHaan for Connections Magazine, a contact center publication from Peter DeHaan Publishing Inc.]

Jackson Customer Service Recognized for Excellence

The Service Quality Measurement Group, Inc. (SQM) has again awarded Jackson National Life Insurance Company with “Call Center World Class Call Certification” for 2013. Jackson also received the “Highest Customer Service by Industry” award, achieving the top rating for the financial industry. The awards mark the ninth year Jackson has been recognized for its customer service performance in both of these categories.

To achieve Call Center World Class Call Certification, 80 percent or more of the calls must be at the “world class level” for at least three months. SQM’s criteria are based on customers’ satisfaction with their service experience and customer service rep, as well as the resolution of the call. While the financial services industry averages 76 percent of calls receiving the highest possible score, Jackson achieved 90 percent. Additionally, Jackson’s service reps resolved 87 percent of issues in one call, which is higher than the industry average of 74 percent.

“Jackson is proud to be recognized for its proven commitment to serving the diverse needs of contract-holders and financial professionals,” said James Sopha, chief operating officer of Jackson.

[Posted by Peter DeHaan for Connections Magazine, a contact center publication from Peter DeHaan Publishing Inc.]