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Tenth-Annual MVP Quality Award Winners
With the Customer Inter@ction Solutions' 2002 MVP
(Marketing Via Phone) Quality Awards, we celebrate a decade of the
continual refinement of the methods, the technologies and the human quest
for smarter, more efficient business services and communications that now
come to define the contact center. These contact centers exist to get the
job done while respecting the wishes and serving the needs of both the
business world and the consumer world, providing both the technical and
the human sides of CRM.
This year's Quality Award winners exemplify the search for
excellence. Through extensive essays, they have demonstrated to the
editors of Customer Inter@ction Solutions' their ability to build a
feeling of community within their companies, while providing the best they
can give to their clients. They have accomplished this through analytical
thinking about business tools and processes and the building of
partnerships, not only within the company but also with clients and the
communities they serve. The ceaseless efforts of many thousands of
individuals are represented by the winning companies, showing a true
commitment to high ethical standards, stringent policies and challenging
goals in pursuit of a stronger economic future for all.
The following brief extracts from the extensive award-winning
applications are included to provide readers with a glimpse of what the
companies provided as their standards for quality. We invite you to
examine each company more closely if you are looking for a guide or
partner for better teleservices and CRM.
All 2002 MVP Quality Award applicants were rigorously judged on 15
areas. Each area was given a score from 0 to 5. Entrants described a
specific teleservices program and its results, and explained its overall
policies and procedures, including human resources, technologies, customer
services, ergonomics and public image that are used to establish, sustain
and measure the program's quality.
Judging the applicants was an arduous task, and scores were not given
lightly. Judges were required to not only assign a numerical value to each
evaluation point, but also cite a reason and evidence from the application
for the score.
To all of the winners, we extend our congratulations.
Gold Award Winners
Access Direct
'We will never compromise quality to inflate SPH statistics. We are
committed to our clients to never grow beyond our capabilities to offer
consistently high-quality service, while for employees, we are committed
to invest in all employees equally.' Access Direct's application was
for an outbound b-to-c program.
APAC Customer
Services, Inc.
'At the heart of all of APAC's quality programs is a cultural
commitment to continuous improvement at all levels of the organization.
APAC uses metric-driven processes and tools to optimize customer contacts
one interaction at a time, coaching for results to provide quantitative
performance measurement.' APAC's application was for an integrated
inbound/outbound b-to-c program.
Colwell & Salmon
Communications, Inc.
'We are committed to providing each and every client with the utmost in
quality and responsiveness through a quality assurance process that
continually monitors representative output and assures that program
standards are realized on a consistent basis.' Colwell & Salmon's
application was for an integrated telephony/Web-enabled b-to-b program.
Convergys Corporation
'Convergys is committed to delivering effective, high-quality customer
contacts in support of our clients' business objectives. Our call
quality model provides agents with the information they need to improve
their skill levels and provide the best possible interaction.' Convergys'
application was for an integrated inbound/outbound/Web-enabled b-to-b and
b-to-c program.
Edcor
'Edcor is committed to a quality system that supports continuous
improvement initiatives and business growth opportunities through the
measurement of customer satisfaction and performance, employee development
and empowerment, and best practices and technologies.' Edcor's
application was for an inbound b-to-c program.
eTelecare International
'We believe we can provide the best value to our customers by
integrating the best people, the best practices and the best technologies.
We have developed a performance-based culture that includes individual,
team and program goals, clear quality measures and specific performance
targets.' eTelecare's application was for an inbound b-to-b program.
Help Desk NOW
'We develop and nurture a company culture that promotes continuous
quality improvement through the documentation, monitoring and improvement
of internal and external processes, strive to be proactive rather than
reactive and ensure ongoing employee education and training.' Help Desk
NOW's application was for an inbound b-to-c program.
InfoCision Management
Corporation
'InfoCision uses a combination of high-quality calls and cutting-edge
technology to consistently deliver the highest possible return on
investment for our clients. Our proprietary Q3 quality
assurance system was developed to identify the skills necessary to
complete a quality call and create a form that measured them.'
InfoCision's application was for in integrated inbound/outbound b-to-c
program.
Protocall Communications
(a Call_Solutions Company)
'Our philosophy is simple: selling is customer service and the only good
sale is a quality sale. Every program is broken apart in a continuous
search for enhanced quality, using advanced technology and skilled
personnel to achieve total client satisfaction.' Protocall's
application was for an outbound b-to-c program.
Ron Weber & Associates,
Inc.
'We utilize quality management to continuously improve, increasing our
value to our customers. Our TeleThinking program builds strategies that
combine people and technologies to utilize information to optimize the
results of marketing, sales and service programs.' Ron Weber's
application was for an integrated telephony/Web-enabled b-to-c program.
Spectrum Contact
Services (SCS)
'SCS, which performs technical support and customer service on behalf of
companies in the high-tech industry, is dedicated to grow to be the most
admired company in the industry, to strive to be the place people want to
work and to deliver an exceptional customer service experience at every
contact.' SCS's application was for an inbound b-to-c program.
SR. Teleperformance
'We firmly believe the key to providing a quality service lies with
detailed investigation and understanding the needs of our clients and
those of our customers. By defining those needs into measurable
components, we are better able to adapt our services and identify critical
success factors.' Teleperformance's application (from its Americall
Group) was for an integrated inbound/outbound b-to-c program.
TeleSpectrum
'We will meet or exceed our clients' expectations by adhering to our
Absolutes of Quality and committing to continuous improvement. Our
Absolutes of Quality are conformance to requirements, prevention not
appraisal, zero defects and understanding the price of non-conformance.'
TeleSpectrum's application was for an integrated telephony/Web-enabled
b-to-c program.
The Telvista Company
'Telvista's dedication to quality is manifested through our investment
in skilled staff, state-of-the-art technology and an ongoing commitment to
continuous improvement through the use of best practices, regular audits
and industry-leading quality measurement tools.' Telvista's
application was for an inbound b-to-b program.
Unicall International, Inc.
'Quality has two important aspects: quality of fact and quality of
perception. Unicall's definition of quality is derived from our
customers' perspective: producing a quality product on time that
integrates proven successful methods and conforms to the exact
requirements of each client.' Unicall's application was for an
integrated telephony/Web-enabled program.
Silver Award Winners
Advanced Data-Comm, Inc.
'Our success will be achieved through a balance of value-based
partnerships that are in the best interest of our clients, our employees,
our community and the com-pany. In creating and maintaining these
value-based partnerships, we are ensuring quality interactions and win-win
situations with every client.' Advanced Data-Comm's application was
for an inbound integrated telephony/Web-enabled b-to-c program.
The AfterMarket Company
'The AfterMarket Company believes call center quality requires the
latest technology, accountability and does not come about simply from good
intentions. It comes at a cost. We allow our clients to hear any call on
demand, which demonstrates our ultimate commitment to quality.' The
AfterMarket Company's application was for an inbound b-to-c program.
Cross Country Automotive
Services
'In order to deliver the world-class customer service on which Cross
Country's reputation was built and in order to support our valued
associates who provide this service, Cross Country is committed to
providing associates with the skills they need in order to succeed.'
Cross Country's application was for an inbound b-to-c program.
CyberRep, Inc.
'The key drivers of our success and the high satisfaction levels of our
clients include: a passion for measuring the business; an executive team
that is intimately engaged in the business; an accountable, decentralized
structure; and a passion for providing superior results.' CyberRep's
application was for an integrated inbound/ outbound b-to-c program.
ePerformax Centers Corp.
'ePerformax understands that it's not how many calls we handle or
e-mails we respond to, but rather how many of those customer interactions
result in delighted customers who are willing to buy from our clients both
now and in the future.' ePerformax's application was for an inbound
b-to-c program.
GC Services Limited Partnership
'We have created our Quality First philosophy based on seven elements:
quality, understanding, attitude, leadership, initiative, teamwork and
you. Every GC Services employee is expected to reach and maintain the
highest standards for each of these elements.' GC Services application
was for an inbound b-to-c program.
Hancock Information Group, Inc.
'Hancock strives to build win-win client relationships by providing
high-quality appointment setting, business opportunity qualification and
database services. We take a consultative approach with our clients by
learning about their products and services, and developing targeted
solutions.' Hancock's application was for an outbound b-to-b program.
MSA Solutions, Inc.
'We recognize that the delivery of quality involves all aspects of the
business: people, processes and technology platforms. The primary
objective of our Quality Assurance program is the development of our
employees, focusing on the incremental skill development of each agent.'
MSA's application was for an integrated telephony/Web-enabled
b-to-b/b-to-c program.
OSC Teleservices
'OSC is committed to being the value leader in providing innovative,
high-quality products and people that meet the specific and sometimes
challenging needs of our customers while ensuring mutual financial
success. Specific quality standards are developed for clients' specific
needs.' OSC's application was for an inbound b-to-c program.
Spherion Corporation
For Spherion, 'quality is a journey that never ends. Our fundamental
approach is that if we expect the production of a quality product, we must
provide our people quality tools, create and maintain a positive work
environment and provide constructive, real-time feedback.' Spherion's
application was for an integrated telephony/Web-enabled b-to-c program.
Bronze Award Winners
CCC Interactive
''Quality people, excellent service' is our slogan that represents
our focus on quality. At CCC Interactive we strive to exceed our clients'
expectations by promoting quality on every call through trust, teamwork,
professionalism and pride in everything we do.' CCC Interactive's
application was for an inbound b-to-c program.
The Connection
'The philosophy of our Quality Assurance department is to exceed our
clients' expectations in customer service, soft skills and program
knowledge so that the highest level of customer satisfaction is
accomplished.' The Connection's application was for an inbound b-to-c
program.
FutureCall LLC
'FutureCall believes that quality, supervision and talented people
comprise a three-legged stool. We demonstrate our unwavering commitment to
quality in several initiatives including daily monitoring, recording and
verification of all sales and immediate coach verification.' FutureCall's
application was for an inbound b-to-c program.
LiveBridge, Inc.
'LiveBridge's quality assurance philosophy is that quality is never
the an accident; it is always the result of high intention, sincere
effort, intelligent direction and skillful execution; it represents the
wise choice of many alternatives.' LiveBridge's application was for an
integrated telephony/Web-enabled b-to-b and b-to-c program.
The Product Line, LLC
'Our approach to business stands behind three characters: CQ1, which
stands for Customer Quality First. This approach to thinking like the
customer enables our teams to work better, smarter and harder for the
customer.' The Product Line's application was for an inbound b-to-c
program.
Schwan's Call Center
Schwan's Call Center has distinguished itself as a premier provider of
inbound and outbound quality customer contact programs. We are a division
of Schwan Food Company, which was founded in 1952 on the vision of
providing convenience, quality and service to busy people. The motto of
our call center is 'connecting your business with quality.'" Schwan's
application was for an inbound b-to-b and b-to-c program.
StarTek, Inc.
'Quality is a key component of customer focus, a core strength of
StarTek. Quality is a strategic part of our key business objectives, which
include becoming a best-in-class provider of services in the platforms in
which we compete.' StarTek's application was for an inbound b-to-c
program.
Vision-X, Inc.
'Quality is at the core of the services we provide to clients and is as
important as and integral to high metrics in other areas such as sales and
support. Our emphasis on call quality is part of our larger emphasis on
integrity in every part of doing business.' Vision-X's application was
for an inbound b-to-c program.
Washington Mutual Bank
'Washington Mutual strives to provide great value with friendly service,
deliver consistently accurate and friendly service during every customer
interaction, monitor agent delivery of customer service and emphasize the
importance of compliance and service in all aspects of the organization.'
Washington Mutual's application was for an in-house integrated
telephony/Web-enabled b-to-b program.
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