08 Aug 2009 ATSI Award of Excellence
For Immediate Release
July 15, 2009
Finger Lakes Answering Service Receives Gold Award
Finger Lakes Answering Service of Auburn, NY has been honored with the exclusive 2009 Award of Excellence for the fifth consecutive year. The 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. Finger Lakes Answering Service was presented with the award at ATSI’s 2009 Annual Convention held at the Westin Convention Center Hotel, in Pittsburg , PA.
After six months of intensive testing, an independent panel of judges scored call-handling skills such as courtesy, response time, accuracy and overall service to their clients, the cornerstones of the call management industry. If a company scored 80% or better in ALL categories, they are presented with the coveted Award of Excellence.
“The ATSI Award of Excellence offers the industry the kind of quality testing and benchmarking that is essential to help us establish the kind of service levels that are being demanded by our customers.” says ATSI President Dennis O’Hara.
Now a five-time winner, Finger Lakes Answering Service earned the Gold Award for five consecutive years. ATSI extends its congratulations to the staff of Finger Lakes Answering Service for their proven quality service to their customers.
“This has become an integral part of our annual process of striving for excellence. The staff looks forward to the testing process and is justifiably proud of the award, says Gardner McLean, President of FLBS. “We have extended the ATSI evaluation process well beyond this program and use it to benchmark our progress throughout the year, and especially within the training and retraining processes.”
“Employee call monitoring, based on ATSI customer service standards, is an on-going weekly process. Employees are coached and praised based on their individual results in our perpetual attempt to provide outstanding customer service. This 5 year award shows the continuity of excellent service that we offer our clients,” said Ray Schremp, Vice President. “ It is rewarding to see the pride that our staff has in their own efforts. If the awards program goes later than expected, we start to receive calls asking whether we won, and how we scored.”
The Association of TeleServices International was founded in 1942 as a national trade association representing live answering services. ATSI now encompasses companies across the United States offering specialized and enhanced operator based services including: call centers, contact centers, inbound telemarketing (order entry), paging, voice messaging, emergency dispatch, fax and internet services among others.