Answer Finger Lakes earned the distinction of the Award of Excellence for Outstanding Service at the Association of TeleServices International (ATSI) 2017 Annual Convention, held at the Palmer House Hilton in Chicago, IL. ATSI is 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.
This year was unprecedented for the industry, as Answer Finger Lakes received TOP SCORE, marking its 8th consecutive year in the TOP FIVE. The Auburn, NY team previously achieved the Top Score in 2013. No other answering service has performed with this level of consistency.
“Our success comes from adherence to customer service protocols that are internally evaluated year round. Our Customer Service Manager, Supervisors and Customer Service Representatives (CSR) evaluate 5 of the CSR’s calls each week, and together review each call to positively reinforce good behavior and to coach on areas for improvement. It’s our requirement for continued employment that the minimum acceptable score is 90%. Our staff is generally maintaining a score average in excess of 96%. We take this seriously.”, says Gardner McLean, President of Answer Finger Lakes.
The competition consists of independent judges that are contracted by ATSI to evaluate message services over a six month period – a version of a “secret shopper” evaluation. The scoring criteria include Response Time, Courteousness of Representative, Accuracy of Call, Knowledge of Account and Overall Impression of Call. The award started 21 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.
“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. ” Says ATSI President Doug Robbins, ”Companies that earn this award are continuously focusing on delivering excellence in customer call handling. It is truly an honor!”
McLean continues, “Our team embraces this competition with a kickoff event, luncheon, bulletin boards, and lots of recognition of a “job well done” throughout the year. Our Customer Service Management team does a great job with training and coaching throughout the year. Their leadership has a direct impact on our success. The company can only be successful with people that care and take pride in what they do. We have it and I’m very thankful for that passion.”