Tag Archives: Awards

2005 ATSI Call Center Award of Distinction Winners

The Call Center Award of Distinction program focuses on Customer Relationship Management (CRM), courtesy, etiquette, and proper call techniques of the call center agents handling the application. This program assists outsourcing call centers and teleservice companies in assessing and controlling the quality of service provided to call center clients.

This year’s Call Center Award of Distinction winners are:

  • FineLine Solutions, Winnipeg, MB
  • Tel-Us Call Center, Inc., Beverly Hills, CA
  • 24-7 INTouch, Inc, Regina, SK
  • Extend Communications Inc., Brantford, ON
  • Spectrum Communication Services Inc., Brookfield, WI
  • Answer Plus, Hamilton, ON
  • Cross Country Automotive Services, Medford, MA
  • Answer 1 Communications, Phoenix, AZ
  • Telelink Call Centre, St. John’s, NL
  • Fallon Communications, Houston, TX

For more information about ATSI’s Call Center Award of Distinction, contact ATSI at 866-896-2874 or admin@atsi.org.

[From Connection Magazine October 2005]

2004 CAM-X Announces Award Recipients

At their annual conference, October 20 to 23, CAM-X announced the 2004 recipients of the CAM-X Call Centre Award of Distinction and Award of Excellence. Congratulations on a job well done! [See more coverage of the 2004 CAM-X convention.]

CAM-X 2004 Call Centre Award of Distinction

Extend Communications Inc., Brantford, ON

Telelink – The Call Centre Inc., St. John’s, NL

TigerTel/UTR, Toronto, ON

Valley Communications Ltd., Drayton Valley, AB

TigerTel/UTR, Montreal, QC

24-7 Intouch, Regina, SK

FineLine Solutions, Winnipeg, MB

NETeller, Calgary, AB

PDL Mobility & Call Centres, Calgary, AB

TigerTel/UTR, London, ON

Answer Plus Inc., Toronto, ON

TigerTel/UTR, Oshawa, ON

Connections Call Center, Squamish, BC

Telepartners, Toronto, ON


 

CAM-X 2004 Awards of Excellence

Year 1 – Award of Excellence

Tigertel/UTR, Calgary, AB

FineLine Solutions, Winnipeg, MB

Telelink – The Call Centre Inc. St. John’s, NL

Year 2 – Bronze Award

Jarvis Business Centre Inc., Kelowna, BC

Select Call Centre, Calgary, AB

Simcoe Message Centre, Barrie, ON

Finning (Canada), Edmonton, AB

Select Call Centre, Red Deer, AB

Central Communications, Welland, ON

Year 3 – Silver Award

24-7 InTouch, Regina, SK

Year 4 – Silver Plus Award

Valley Communications Ltd., Drayton Valley, AB

Year 5 – Gold Award

Kelcom Telemessaging, Windsor, ON

Select Communications Inc., Grande Prairie, AB

Alliance Wireless Communications, Kingston, ON

Year 6 – Pearl Award

Extend Communications Inc., Brantford, ON

Year 7 – Emerald Award

Select Call Centre, Edmonton, AB

Answer Plus Inc., Toronto, ON

Connections Call Centre, Squamish, BC

Year 8 – Ruby Award

Telepage, Montreal, QC

PDL Mobility & Call Centre, Calgary, AB

TAS Communications, Belleville, ON

Northern Communication Services Inc. Sudbury, North Bay &Timmins, ON

Year 10 – Diamond Award

Teleconnect International, Wetaskiwin, AB

Answer Plus Inc., Hamilton, ON

Year 12 – Diamond Award

Tigertel/UTR, Toronto, ON

Messaging Solutions Inc., Abbotsford, BC

Year 15 – Diamond Award

Canpage Communications Ltd., Cornwall, ON

[From Connection Magazine November 2004]

2003 CAM-X Call Center Award of Distinction

Connections Magazine salutes the 2003 winners of the CAM-X Call Centre Award of Distinction and Award of Excellence. Congratulations on a job well done!

The 2003 CAM-X Call Centre Award of Distinction winners are:

24-7 Intouch, Regina, SK
Answer Plus, Hamilton, ON
Answer Plus Inc., Toronto, ON
Connections Message Centre, Squamish, BC
Extend Communications Inc., Brantford, ON
FineLine Solutions, Winnipeg, MB
Niagara Credit Union, St. Catharines, ON
PDL Call Centres, Calgary, AB
Telelink Call Centre, St John’s, NL
Tigertel Communications Inc., Montreal, QC
Universal Teleresponse Corp. (UTR) Toronto, ON

For more information about these programs, contact Linda Osip at 800-896-1054, camx@nas.net,  or visit their website: www.camx.ca.

[From Connection MagazineDecember 2003]

2003 CAM-X Award of Excellence

Connections Magazine salutes the 2003 winners of the CAM-X Call Centre Award of Distinction and Award of Excellence. Congratulations on a job well done!

The 2003 CAM-X Award of Excellence winners are:

Year 1 – Award of Excellence
Scotia Business Centre Ltd. Bridgewater, NS
Jarvis Business Centre Inc., Kelowna, BC
Finning (Canada), Edmonton, AB
Select Call Centre Inc., Red Deer AB
Replay Message Centre Inc., Prince George, BC
Central Communication, Welland, ON
Simcoe Message Centre Inc., Barrie, ON
Select Call Centre Inc., Calgary, AB

Year 2 – Bronze Award
24-7 InTouch, Regina SK

Year 3 – Silver Award
Halifax Message Centre, Halifax, NS
Valley Communications Ltd., Drayton Valley AB

Year 4 – Silver Plus Award
Alliance Wireless Communications, Kingston, ON
Select Call Centre Inc., Grand Prairie, AB
KELCOM Telemessaging, Windsor, ON

Year 5 – Gold Award
Extend Communications Inc., Brantford ON

Year 6 – Pearl Award
Connections Message Centre, Squamish, BC
Answer Plus Inc., Toronto, ON
Select Call Centre Inc., Edmonton, AB

Year 7 – Emerald Award
TAS Communications, Belleville, ON

Year 9 – Sapphire Award
Answer Plus Inc., Hamilton, ON

Year 11 – Diamond Award
Fraser Valley Teleserve Ltd., Abbotsford, BC

Year 14 – Diamond Award
Canpage Communications Ltd., Cornwall, ON

For more information about these programs, contact Linda Osip at 800-896-1054, camx@nas.net,  or visit their website: www.camx.ca.

[From Connection MagazineDecember 2003]

2003 ATSI Award of Excellence Winners

Connections Magazine Salutes the 2003 ATSI Award of Excellence Winners

Year 1 
Answer Network Cypress / TAB AnswerNetwork, Santa Ana, CA
Answer Quick, Louisville, TN
Corporate Message Services, Inc., Savannah, GA
Berkshire Communicators, Inc., Pittsfield, MA
TeleRep, Glen Burnie, MD
Answer Topeka, Topeka, KS
A Better Answer, Houston, TX
A Better Answer, Plano, TX

Year 2 – Bronze
Direct Line Tele Response, Berkeley, CA
Omni Enterprises, Inc., Carrolton, GA
Telecom Answering Service, Homewood, IL
Answer Connecticut, Inc., Newington, CT
An-Ser Services, Green Bay, WI
Answer Midwest, Alton, IL
Continental Message Solutions, Columbus, OH
AAMCOM, Redondo Beach, CA
Message Plex/Callogistix, Columbus, OH

Year 3 – Silver 
Ansaphone Service, Inc., Quincy, MA
Answer-All Secretarial Service Inc., Westminster, CO

Year 4 – Silver Plus 
T.A.S. Communications, Inc., Madison, WI
Combined Communications, Inc., Bowling Green, KY
TEL-US Call Center, Beverly Hills, CA
Pro Phone Communications, Inc., Muskegon, MI

Year 5 – Gold
On Call Message Centre, Inc., Ottawa, ON

Year 6 – Pearl Award 
MedCom Professional Services, Inc., Levittown, PA
Business Connections, Salem, OR
Answer Plus by PasWord, Hamilton, ON

Year 7 – Emerald Award
Michigan Message Center, Kalamazoo, MI
Fallon Communications, Houston, TX
The Answer System, Inc., Phoenix, AZ
Rochester Telemessaging Center, Rochester, MI
Hastings Communications Services, Austin, TX

The following companies earned top scores:
A Better Answer, Plano, TX
AAMCOM, Redondo Beach, CA
Answer-All Secretarial Service Inc., Westminster, CO
MedCom Professional Services, Inc., Levittown, PA
Pro Phone Communications, Inc., Muskegon, MI

Congratulations to all winners and participants in the 2003 Award of Excellence Program.

[From Connection MagazineJul/Aug 2003]

Reputation, Referrals, and Credentials

By Peter Lyle DeHaan, PhD

Peter DeHaan, Publisher and Editor of Connections MagazineAbout three years ago, I started to sense that it was time for a career change. Work wasn’t fun any more. Many of the things I relished weren’t being pursued at my company or had been delegated to others. My days were filled with tasks that I didn’t enjoy, responsibilities that bored me and a routine that was, well, too routine. In retrospect, I had tried to develop a call center that excelled at everything, an operation that gave superior service, was supported by the best technology, was growing and expanding, and was generating profits. Although we were not perfect, we were quite good. I had accomplished the major parts of what I set out to do and didn’t have that next challenge beckoning me from the future. Was the rest of my career destined to merely maintain the status quo?

I had always thought it would be exciting and invigorating to be a consultant. There would be great variety as I moved from one project to another, from one client to the next, and I would never be called upon to the keep things the same — change would be my constant companion. Yet I had misgivings. I would forego a stable, steady salary for an inconsistent and unpredictable income. I would be putting my family’s future at risk.

These thoughts continued to play in my mind during a series of doctor’s visits. Unable to find a cause for my complaints, the word “stress” reoccurred in my caretaker’s musings about my situation. Could the cause be my lack of a future vision and the repetitiveness of my routine? Intentionally, I didn’t ask the question that was on my mind, yet I knew that, either literally or figuratively, my job was killing me. It was time for a change.

I shared these concerns with my boss, who was also my partner and mentor. He, too, wanted something different and our individual intentions dovetailed nicely. We set about making a transition. I exited the company, migrating into consulting, and he became more active in the day-to-day operation.

Being your own boss has many advantages. I do most of my work at home (my morning commute is measured in seconds, plus it is a joy for me to see our kids off to school in the morning and to be there when they get home in the afternoon) and I have great flexibility (work can be molded around my family’s schedule). There are also downsides to being a consultant. You have an unpredictable income, you need to travel, and you must continually find new business. These were major concerns for me. I put myself on a conservative quarterly budget to better manage my income and resolved to accept the travel, but the need to sell remained an issue.

How would I go about getting clients? I realized that, just as with a teleservices company, there would be three ways to enhance my standing with prospects and mitigate the arduous task of continual self-promotion. These are reputation, referrals, and personal selling.

Reputation: Having been in the industry for more than 20 years, I was not unknown. I had served on various boards and committees, made presentations at many conventions and meetings (albeit with great trepidation), and written scores of articles. Motivated only by a desire to share with others and be a positive influence on the industry, I had unwittingly made myself known. Providentially, this would be greatly beneficial when I hung out my consulting shingle. To my delight, I found that I didn’t need to sell most prospects on myself or on my abilities. There was only the issue of helping them decide whether to hire a consultant in the first place. More than half of my clients have known me for several years and likely relied on my reputation in making their purchase decision.

For the outsourcing call center and teleservice company, reputation also plays a critical role in obtaining new business. Longevity as an industry provider shortens the sales cycle. When a reputation for quality service, fair dealings, and ethical practices accompany this history, a teleservice organization automatically moves to the top of the list. The converse is true when negative connotations exist. Then your company’s name migrates towards the bottom of the list, frustrating marketing efforts and requiring more time and energy to make the sale. While it takes time and focus to earn a positive reputation, the road to a bad reputation is much shorter and quicker. And once a bad reputation has been established it is incredibly difficult to overcome. Reputation – either good or bad — is a great influencer in closing sales.

Referrals: The second, and perhaps easiest, way to gain new business is when others do the work for you. In some cases you can ask clients if they know of others who could use your services. These leads are generally pre-qualified and often pre-sold. Though this is not an approach I used, some teleservice companies have added many new clients by asking existing clients for referrals. While some elect to reward clients for referrals with monetary or material gifts, others find that a sincere “thank you” garners greater results.

The ultimate level of referrals occurs when clients tell their friends and associates about you, suggesting they use your services. This is a sure sign of a delighted client. Sales via referrals occur when your actions match or surpass your words – you don’t just say what you will do, but you do what you say. These referrals are earned through the provision of quality service and reinforced by honorable business practices.

Credentials: In the last issue of Connections, I shared the story of my lengthy college quest and how it culminated with earning my Ph.D. This degree was intended to be a personal achievement to conclude my education. At first I didn’t talk much about having gotten the degree, but as I thought about the uncomfortable necessity of promoting my consulting business, I realized that I would need to publicize my educational accomplishments. Quite simply, it was a credential that needed to be promoted. As I thought about my other credentials, I compiled a short list:

  • Ph.D. in business administration
  • Certified call center auditor by Purdue University
  • Certified first-class technician from the National Association of Radio and Telecommunications Engineers
  • Second-class FCC license

There were a few others that I considered adding to the list. I thought about my association memberships, but these, along with chamber memberships and social organizations – as important as they may be – are more a label that you buy rather than an acknowledgement that you earn. I also briefly did some name-dropping since I was part of the consultant liaison programs for Blue Pumpkin and Interactive Intelligence. But when I realized that these programs didn’t confirm some level of expertise, I stopped mentioning them.

Credentials are also important for outsource call centers or teleservice companies. Virtually everyone says – and believes – that they provide superior service. So how can you distinguish your organization from the often-inflated claims of your competitors? Quite simply, you need someone else to verify it. A credential is a verifiable recognition from an independent third party that you have achieved a standard level of performance. In the teleservices industry we are fortunate to have three opportunities to earn credentials that can verify the veracity of our claims. They are the:

  • CAM-X / ATSI Award of Excellence
  • CAM-X Call Centre Award of Distinction
  • SNUG / ATSI Call Center Site Certification

Having just one of these credentials puts your organization in a unique category that few competitors can match. Having two or three moves you to the top of any list.

When I was in the operations side of the industry, I enrolled our company in the ATSI Award of Excellence program the first year it was offered. Initially, I viewed it as a quality report card. It is that, but it is also more. The resulting scores from the Award of Excellence program provide 400 data points that can be analyzed to reveal areas of strength and weakness, as well as areas of consistency and inconsistency. (Here is something to consider: you may be better off being consistently weak in an area than to be inconsistent. At least when you are consistently weak, your clients know what to expect and you deliver it every time!)

It wasn’t until after we earned the Award of Excellence that I realized, even more importantly, that it was a powerful marketing tool and a mark of distinction that needed to be promoted. It is my vision for the industry that when a prospect calls, the first thing they ask will not be “What are your rates?” but rather, “What are your certifications and awards?” When this happens, I hope you will have some credentials to share.

[For more information, see our feature article, “It’s all about Credentials.”]

Peter Lyle DeHaan, PhD, is the publisher and editor-in-chief of  Connections Magazine. He’s a passionate wordsmith whose goal is to change the world one word at a time.

[From Connection MagazineApril 2003]

2002 CAM-X Call Center Award of Distinction

Connections Magazine congratulates the following companies for being honored with the Call Centre Award of Distinction and Award of Excellence for 2002. These awards are a result of independent testing and evaluation and are among the highest measures of quality and effectiveness. To these fine organizations and all who participated in the evaluation programs, we salute you.

The 2002 CAM-X Call Centre Award of Distinction winners are:

Answer Plus Inc., Toronto, ON
Universal Teleresponse Corp. (UTR) Toronto, ON
Extend Communications Inc.,  Brantford, ON
Telelink — The Call Centre,  St. John’s, NF
Answer Plus by PasWord, Hamilton, ON

For more information about these programs, contact Linda Osip at 800-896-1054, camx@nas.net,  or visit their website: www.camx.ca.

[From Connection MagazineDecember 2002]

2002 CAM-X Award of Excellence

Connections Magazine congratulates the following companies for being honored with the Award of Excellence for 2002. These awards are a result of independent testing and evaluation and are among the highest measures of quality and effectiveness. To these fine organizations and all who participated in the evaluation programs, we salute you.

The 2002 CAM-X Award of Excellence winners are:

Year 1 – Award of Excellence
24-7 InTouch, Regina, SK
Norplex Calling Centre, Saskatoon, SK
Linton TAS, Dorval, QC
Extend Communications Inc., Cambridge, ON

Year 2 – Bronze Award
Fine Line Communications Ltd., Winnipeg, MB
All Call Communications, Georgetown, ON
Valley Communications Ltd., Drayton Valley, AB
Halifax Message Centre / Target Call Centre, Halifax, NS

Year 3 – Silver Award
Select Communications Inc., Grande Prairie, AB
Northern Communications Inc., Sudbury, ON
KELCOM Telemessaging, Windsor, ON
Alliance Wireless Communications, Kingston, ON
Rogers AT & T Wireless, Etobicoke, ON

Year 4 – Silver Plus Award
Extend Communications Inc., Brantford, ON

Year 5 – Gold Award
Answer Plus Inc., Toronto, ON
Select Call Centre Inc., Edmonton, AB
Connections Message Centre, Squamish, BC

Year 7 – Emerald Award
Northern Communications Ltd., Timmins, ON
Tele-Page Metro, Montreal, QC
PDL Call Centres, Calgary, AB

Year 8 – Ruby Award
Answer Plus By PasWord, Hamilton, ON

Year 10 – Diamond Award
Fraser Valley Teleserve Ltd., Abbotsford, BC
Metrolert Ltd., Ottawa, ON

Year 12 – Diamond Award
Extend Communications Inc., Kitchener, ON

Year 13 – Diamond Award
Canpage Communications Ltd., Cornwall, ON

For more information about these programs, contact Linda Osip at 800-896-1054, camx@nas.net,  or visit their website: www.camx.ca.

[From Connection MagazineDecember 2002]

2002 ATSI Awards of Excellence

Connections Magazine salutes the following companies for winning the Award of Excellence which was announced at the 2002 ATSI  convention.

Year 1
AAMCOM, Redondo Beach, CA
Ambs Message Center, Inc. Jackson, MI
An-Ser Services, Green Bay, WI
Answer Connecticut, Inc., Newington, CT
Answer Midwest, Alton, IL
Aztec Answering Service Inc. Mesa, AZ
Bay Area Medical Exchange / Callstar, St. Petersburgh, FL
Business Service Center, Wausau, WI
Champaign Telephone Co., Champaign, IL
Chesapeake Teleservices, Inc., Baltimore, MD
Continental Message Solutions, Columbus, OH
Direct Line Tele Response, Berkeley, CA
Druid City Answering Service, Tuscaloosa, AL
King Communications, Saginaw, MI
Message Plex & Callogistix, Columbus, OH
Nova Communications, Inc. San Diego, CA
Omni Enterprises, Inc., Carrolton, GA
Phonepower, Inc., Altoona, PA
Telecom Answering Service, Homewood, IL

Year 2 Bronze
Allegheny Answering Service, Pittsburgh, PA
Ansaphone Service, Inc., Quincy, MA
Answer-All Secretarial Service Inc., Westminster, CO
Communications Business Service, INC. Marieta, GA
Crocker Communications, Greenfield, MA
Cross Country Automotive Service, Tucson, AZ
Focus Telecommunications, Inc., Burtonsville, MD
Message Linx, San Diego, CA

Year 3 Silver
Combined Communications, Inc., Bowling Green, KY
Pro Phone Communications, Inc. Muskegon, MI
TAS Communications, Inc., Madison, WI
TEL-US Call Center, Beverly Hills, CA

Year 4 Silver Plus  
A Better Answer, Dallas, TX
On Call Message Centre, Inc. Ottawa, ON
STAT Communications Inc., Watertown, NY

Year 5 Gold
Answer Plus by PasWord, Hamilton, ON
Business Connections, Salem & Portland, OR
MedCom Professional Services, Inc., Levittown, PA

Year 6 – Pearl Award
Fallon Communications, Houston, TX
Hastings Communications Services, Austin, TX
Michigan Message Center, Kalamazoo, MI
Rochester Telemessaging Center, Rochester, MI
The Answer System, Inc., Phoenix, AZ

[From Connection MagazineSept/Oct 2002]

2001 CAM-X Awards of Excellence

Connections Magazine salutes the following companies for their awards of Excellence and Distinction as received at the 2001 CAM-X convention. To these, and all who participated, congratulations.

Call Centre Awards of Distinction

Extend Communications Inc. (Brantford)

Fine Line Communications Ltd.

Answer Plus Inc. (top Score)

Valley Communications Ltd.

Awards of Excellence

One Year:

All Call Communications

Central Communications

Fine Line Communications Ltd.

Finning (top five)

Halifax Message Center/Target Call Center

Infinity Telecenter Inc.

Message Center P.E.I./Target Call Center

Northern Communications Services Ltd.

Scotia Business Center

The Message Network

Valley Communications Ltd.

Bronze Award (2 years):

Alliance Wireless Communications

Kelcom Telemessaging

Northern Communications Inc.

Rogers AT&T Wireless

Select Communications Inc.

Simcoe Message Center Inc

Silver Award (3 years):

Extend Communications Inc. (Brantford).

Silver Plus (4 years):

Answer Plus Inc.

Connections Message Center

Consultants International Company

Jarvis Business Center Inc.

Select Call Center Inc.

Telelink – The Call Center Inc.

Pearl Award (6 years):

Northern Communications Ltd.

PDL Call Centers

T.A.S. Communications Co. Ltd. (QUINTE)

Tele-Page Metro

Emerald Award (7 years):

Pasword Communications Inc.

Ruby Award (8 years):

Canpage Communications Ltd. (Brockville)

Sapphire Award (9 years):

Fraser Valley Teleserve Ltd.

Metrolert Ltd. / Petit Page Teleavertiseur

Teleconnect Int’l

Diamond Award (11 years):

Extend Communications Inc. (Kitchener)

Universal TeleResponse Corp. (UTR).

Diamond Award (12 years):

Canpage Communications Ltd. (Cornwall)

[From Connection Magazine – November 2001]