Edwards Answering Service Enterprises Inc. was honored with the ATSI 2012 Award of Excellence. The annual award is presented by the Association of TeleServices International, the industry’s trade association for providers of telecommunications and call center services across North America and the U.K.
Edwards, a Vernon, Connecticut-based organization, was presented with the award at ATSI’s 2012 Annual Convention held at the Omni Hotel in Orlando, Florida. This was the 16th presentation of the excellence award.
“Winning the Award of Excellence is a great source of pride amongst our members’ call center staff,” Beth Cooper, president of ATSI said in a statement. “It is an external validation of the excellent service they are providing to their callers.”
According to a press release, independent judges are contracted by ATSI to evaluate messages over a six month period. Criteria for scoring includes the categories of accuracy, courtesy, response time and overall service to clients. A company must score 80 percent or higher in all categories in order to receive the coveted award.
ATSI’s website describes “excellent service” as being in every aspect of a call. How an agent handles every call, from start to finish, determines the success of that client relationship, said the organization. Regardless of what is happening on a given day in the office, a caller should never feel as if the person on the other end of the line is too busy for his or her business.
Not only is Edwards adept at stellar customer service through phone calls and voicemail services, the company also uses email and text messaging services to give their customers quality care through whichever means is most convenient to them.
By pairing with a live answering service with an award-winning history, a company is guaranteed to have excellent customer service be received by each individual client.