2016 ATSI Award of Excellence

Our Outstanding Service Earns Diamond Plus Award of Excellence


Answer Finger Lakes President, Gardner McLean receiving the 2016 ATSI Award of Excellence from Jeffrey Zindel, ATSI President

Answer Finger Lakes  of Auburn, NY has been honored with the exclusive ATSI  2016 Award of Excellence for the12th consecutive year. This award is presented annually by the Association of TeleServices International (ATSI), the industry’s Trade Association for providers of telecommunications and call center services including telephone answering and message delivery across North America and the UK.  Answer Finger Lakes   was presented with the award at ATSI’s 2016 Annual Convention held at Hilton Downtown, Tampa, FL.

“Our Auburn team continues to set ATSI records with their outstanding performance.”, said Gardner McLean, President of Answer Finger Lakes.  “In addition to earning the Top Ten recognition, we finished in the Top Three again for the 5th consecutive year and in the Top Five for the past 7 years.  No other answering service has achieved this in ATSI history.  Our Auburn Manager, Karen Goodman works incredibly hard throughout the year to ensure that her team of professionals maintains our high standards.  I’m extremely proud that they’ve earned their 12th consecutive award”.

Independent judges are contracted by ATSI to evaluate message services over a six month period.  The scoring criteria includes:

–  Response Time

–  Courteousness of Rep

–  Accuracy of Call

–  Knowledge of Account

–  Overall Impression of Call

“The ATSI Award of Excellence Program recognizes that excellence requires a level of service that considers the caller first in every aspect of the call.  The award is earned by a company by judging the handling of calls placed by mystery callers against specific, member-driven criteria.”  Says ATSI President Jeffrey W. Zindel,  “Companies that earn this award are continuously focusing on delivering first class service to their customers.  It is truly an honor!”

The award started 20 years ago as a means to improve the overall quality of the call centre industry by setting expectations and measurements to ensure a successful call handling experience.

Ray Schremp, VP of Operations says, “Our Auburn team continues to raise the bar in our industry, by setting new records of achievement for exceptional customer service year after year. We have high standards and this event reinforces the importance of achieving excellence with each call we handle.  Participating in the ATSI Award of Excellence program reinforces our team to work together and succeed together.  We all understand it’s about the customer and the outstanding service they deserve.  It requires constant effort by our employees to deliver this type of service consistently.”

Now a twelve-time winner Answer Finger Lakes  earned the Diamond Plus Award for twelve consecutive years. ATSI extends its congratulations to the staff of Answer Finger Lakes  on their proven TOP TEN quality service to their customers.