Ninth-Annual MVP Quality Award Winners
This is the ninth year Customer Inter@ction Solutions' has
brought you thewinners
of its MVP (Marketing Via Phone) Quality Awards. In the ensuing years
since we introduced the awards in 1993, we have been impressed with the
growing sophistication of the quality measures that have been introduced
to the call center by the leading-edge companies that apply for our MVP
Quality Award. Over the years we have seen new technologies adopted and
the standards for a quality interaction refined and improved. Each of the
following companies has demonstrated, through its MVP Quality Award
application, a true commitment to high ethical standards, stringent
policies and challenging goals. Each of the award recipients is involved
in a quality process that stretches from its human resource development to
its implementation of technology to improve quality to taking a leadership
role in promoting a positive public image of teleservices, and more. The
following brief extracts from the extensive award-winning applications
will give you a glimpse into what the companies provided as their
standards for quality.
All 2001 MVP Quality Award applicants were rigorously judged by a
15-point set of criteria and given a score from 0 to 5 for each point.
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. Applicants were
also judged on the critical questions section of their application.
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.
It is also important for you to know that we learned through the
winners' essays that there are countless individuals within these
organizations whose combined efforts and teamwork have contributed to
elevating their companies' marketing via phone practices to the
forefront of the industry. To all of you, our congratulations.
Access Direct
'Access Direct opened its doors in 1995 as a 48-seat outbound
facility and has grown to a 1,000-seat operation, providing both inbound
and outbound services with nearly 1,400 employees. Our corporate mission
statement emphasizes quality as well as our company philosophies that
stress our commitment to our clients that we will not grow beyond our
capabilities to offer consistently high-quality service and our commitment
to our employees to invest in all employees equally, thus lowering
attrition levels and ensuring a more consistent level of quality
performance.' www.accdir.com
ClientLogic
'ClientLogic is an international provider of integrated customer
management solutions, including customer care, e-commerce, marketing and
fulfillment services. ClientLogic excels at managing the entire customer
experience. ClientLogic's differentiator is the complete integration of
its core offerings, customer care, fulfillment and marketing services,
which empowers ClientLogic to infuse customer intelligence into each and
every customer touch point, ensuring high service quality and
personalization.' www.clientlogic.com
Colwell & Salmon Communications, Inc.
'Colwell & Salmon is a marketing communications company
providing our clients with inbound and outbound teleservices, market
research and Web-based communications on a stand-alone or integrated
basis. Colwell & Salmon is committed to providing each and every
client with the utmost in quality and responsiveness. We have developed a
quality assurance process that continually monitors representative output
for accuracy, completeness and assurance that all program standards and
benchmarks are being realized on a consistent basis.' www.colwell-salmon.com
Computer Associates International, Inc.
'Computer Associates is a leading e-business software company. CA's
world-class solutions address all aspects of e-business process
management, information management and infrastructure management in six
focus areas: enterprise management, security, storage, e-business
transformation and integration, portal and knowledge management, and
predictive analysis and visualization. Computer Associates' call center
mission statement is to provide all CA customers, prospects and partners
outstanding service and to generate increased revenue opportunities for
our sales force by leveraging advanced technology, innovative programs and
a highly skilled staff committed to excellence.' www.ca.com
Convergys Corp.
'Convergys Corporation enables companies to create greater value
from their customer relationships through the application of our billing
solutions and interactive customer care. Convergys is committed to
partnering with our clients to meet their business goals through the
effective delivery of high-quality customer contacts. Through monitoring
and agent feedback sessions, agents are given the information they need to
continuously improve, providing clients' customers with the best
interaction possible.' www.convergys.com
eTelecare International
'eTelecare's vision is to become the world's leading provider of
high-quality call center services to the North American market. eTelecare
will achieve this goal by providing superior value for our customers by
offering significantly higher quality than they can obtain anywhere else
while at the same time reducing their costs. Our strategy is to integrate
the best people, the best practices and the best technology to produce the
best value. eTelecare's four-step performance management process creates
a culture focused on quality and high performance.' www.etelecare.com
Hancock Information Group
'Hancock Information Group is a business-to-business telemarketing
and sales support firm that strives to build win-win client relationships
by providing high-quality lead generation, appointment setting and
database services. One of our seven core values is quality, however, all
of our core values together define quality within our people, our company,
our work and our relationship with our clients. These seven core values
that drive our actions and decisions are: people, teamwork, spirit,
learning, quality, win-win and integrity. We will achieve our goals by
adhering to these values and making them a part of our daily life.' www.hancockinfo.com
ICT Group
'ICT Group's mission is to help our clients maximize the
profitability of their customer relationships. We do this by offering them
fully integrated contact center solutions designed not only to acquire
customers, but also to maintain and extend their customer relationships,
by telephone, e-mail, white mail, fax or Internet. As an ISO-9002
certified CRM solutions provider, ICT is committed to meeting or exceeding
our clients' expectations through the effective management of
universally standardized practices and procedures in each of our operating
units.' www.ictgroup.com
InfoCision Management Corp.
'InfoCision Management Corporation (IMC) is a leading teleservices
company that specializes in nonprofit fundraising, direct-to-consumer
sales and business-to-business applications. InfoCision's revolutionary,
patented Q3 Quality Assurance System relies on three separate sets of
evaluators. First, each call center has its own in-house Quality Skills
Analyst team working in close proximity with the communicators. The call
center management team provides the second tier, performing the Supervisor
Quality Assurance evaluations daily. Finally, our Independent Quality
Assurance team remotely monitors calls for all centers from our dedicated
Q3 center at our corporate headquarters.' www.infocision.com
Protocall Communications
'Protocall Communications specializes in outbound teleservices
exclusively. Quality must always exceed client expectations. And clients
must be empowered with technology and processes that keep them vigilant.
Every program, regardless of the perceived level of success, is broken
apart in a continuous search for enhanced quality. Program enhancements
are implemented on the fly or within 24 hours. The most advanced
technology and skilled personnel are used to achieve total client
satisfaction while fostering long-term growth and development for all
employees and business partners.' www.telemarketingpays.com
Saturn Customer Assistance Center ' EDS
'The Saturn/EDS Call Center partnership was formed in 1991. The
Saturn Customer Assistance Center (SCAC) is unique in many aspects with
the most important one being that it is co-managed by both teams. SCAC's
mission statement defines our commitment to serve our customers, stating,
'Inspire passion through exemplary customer service which cultivates our
brand and enthuses our customers today and tomorrow.' The Saturn and EDS
approach to quality is deeply rooted in our commitments to teamwork,
continuous improvement, respect for the individual, excellence, customer
enthusiasm and achievement of superior results. Saturn and EDS team
members work diligently to ensure consistent and effective customer
handling practices are adhered to in all levels of customer interaction.'
www.saturn.com and www.eds.com
SR. Teleperformance
'SR. Teleperformance is a worldwide leader in outsourced CRM,
telemarketing and teleservices and number-one in marketing services and
health care communication in Europe. At Teleperformance, we identify
quality service through investigating and understanding the needs of our
clients and their customers. By identifying these needs, we are able to
adapt the service we offer and to identify what is critical to quality and
to use these to identify measures with which to determine the level of
quality we offer. This ensures our clients and their customers get the
highest level of service at every stage throughout the relationship.' www.teleperformance.com
Telvista
'Telvista is a full-service solutions provider delivering contact
center support, technology solutions and customer interaction business
consulting. Telvista has implemented a strategy for enhancing customer
satisfaction, entitled Greet, Treat & Meet. The program was developed
to ensure all team members are consistently striving for positive customer
interactions using the following criteria: greet each customer with
enthusiasm; treat each customer with respect; and meet each customer's
expectations. Telvista is dedicated to providing a positive, goal-oriented
work environment.' www.telvista.com
ACCENT Marketing Services, LLC
'ACCENT is a comprehensive customer relationship management company.
We design, develop and implement complete database marketing campaigns,
customer data intelligence solutions and customer service programs to
acquire, retain and develop our clients' customers. ACCENT's quality
initiatives are derived from a popular and effective process improvement
model called Six Sigma, which involves identifying the factors deemed
critical to quality in serving the customer and client, and performing a
series of statistical analysis to ensure those processes are performed
with minimal defects.' www.accentonline.com
APAC Customer Services, Inc.
'At APAC, we have invested our time and resources into creating a
best-of-breed product that handles all facets of CEM. Our policies are
developed to recognize that the most important measure of quality is the
results achieved for our customers. To achieve that success, we have built
our quality philosophy on four pillar policies: ensure that each
interaction exceeds the expectations of the person we interact with, as
well as exceeding the client's expectation; continuous improvement of
processes and systems; continuous improvement in people through learning;
and improving customer satisfaction.' www.apaccustomerservices.com
CMC, Inc. (Centralized Marketing Co.)
'CMC is the premier provider of centralized marketing. We partner
with companies to provide critical sales and sales support functions with
dedicated representatives and management who deliver a consistent and high
quality image to your customer. CMC understands that it's not how many
calls you handle or e-mails you 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.' www.cmcmax.com
Cross CountryAutomotive Services
'Cross Country Automotive Services (CCAS) develops and administers
high quality, cost-effective programs that strengthen brand image and
cultivate customer loyalty. At CCAS, our offerings include a unique
combination of wholesale- and retail-oriented programs that create
opportunities for customer acquisition and retention and the development
of new profit centers. In order to deliver world-class customer service,
CCAS is committed to providing associates with the skills they need in
order to succeed.' www.crosscountry-auto.com
CyberRep, Inc.
'CyberRep specializes in providing integrated outsourced customer
relationship management (CRM) solutions for a wide range of Fortune 1000
companies. Our innovative and award-winning customer interaction services
leverage Internet and telephone technologies in over 10 languages.
CyberRep's comprehensive solutions increase lifetime customer value by
defining and applying customer databases for targeted, direct marketing
initiatives. Our mission is to deliver excellent customer support for your
business, both automated and live interaction, while maintaining the
highest standards of integrity and accountability.' www.cyberrep.com
Dakotah Direct
'Dakotah Direct is a leading provider of innovative teleservices
that works diligently to establish a partner relationship with our
clients. When this is accomplished, true gain sharing occurs. Beyond
mutually attaining financial goals, Dakotah Direct benefits by challenging
itself to continually improve internal processes so that service delivery
to our clients and their customers shows a progression of quality and
professionalism. Dakotah Direct's mission statement is: 'Leveraging
expertise with commitment to exceed the expectations of all of our
business partners; our people, our clients, our shareholders and our
communities.'' www.dakotahdirect.com
The Faneuil Group
'The Faneuil Group is a comprehensive provider of call center
services and integrated direct marketing programs. Our proven solutions
include superior customer service, profitable sales and customer
acquisition programs, qualified lead generation, results-driven surveys
and market intelligence. Faneuil believes: the performance and quality
assurance process is vital to achieving program objectives; the process
for quality assurance must be clearly defined, understood and agreed upon
prior to program implementation; and senior management must actively
participate in quality improvement initiatives.' www.faneuil.com
Protocol
'Protocol is one of the fastest growing integrated direct marketing
services companies in the country. With 23 locations and more than 5,000
employees throughout the U.S. and Canada, we provide the people, processes
and technology to manage marketing, sales and customer challenges. Quality
is the foundation of our success. We have successfully instilled a 'client
satisfaction: whatever it takes' attitude. Each member of the Protocol
team is committed to do 'whatever it takes' to get it right.' www.protocolusa.com
Ron Weber and Associates, Inc.
'Established in 1980, Ron Weber and Associates (RWA) offers
business-to-business and business-to-consumer inbound and outbound
teleservices. Our clients' success is the key to our success. We ensure
success through: market leadership achieved through operational
excellence; programs built around professional associates; innovative
programs; effective training and technology; and TeleThinking, which
builds strategies that combine people and technology to utilize
information for the purpose of optimizing results of marketing, sales and
service programs. We provide our services with integrity, our most
important asset.' www.telethinking.com
Stream International (A Solectron Co.)
'Since 1992, Stream International has been helping some of the world's
premier technology organizations meet the challenge of providing quality
customer care services, while driving down the cost of providing those
services. Through our customer support solutions, we deliver effective and
creative CRM solutions for technology companies and e-businesses all over
the world. Stream is providing high-quality service, working within its
boundary values that are integrity, personal growth, knowledge, excellence
and innovation. All quality programs and projects are designed to enhance
the support provided by Stream employees and create a proactive,
customer-centric environment.' www.stream.com
TeleSpectrum Worldwide, Inc.
'As a leading outsource provider of eCRM technology, people and
processes, TeleSpectrum Worldwide helps clients strategically navigate the
customer lifecycle to deliver world-class acquisition, growth, retention
and multichannel customer care services. Our Quality Policy, simply
stated, is, 'We will meet or exceed our clients' expectations by
adhering to our Absolutes of Quality and committing to continuous
improvements. Our Absolutes of Quality form the basis for its daily
business activities. Our Absolutes of Quality are: conformance to
requirements; prevention, not appraisal; zero defects; and understanding
of the price of non-conformance.' www.telespectrum.com
World Access
'World Access is a global services company providing expert
solutions in customer care to organizations in the travel, financial,
health care and call center industries. Since the inception of total
quality management (TQM) at World Access, our philosophy and culture have
been grounded in The Access Service Promises, which are: accessibility,
commitment, courtesy, empathy, solutions and service. The Access Service
Promises are the framework of our training and rewards programs, and
provide the basis of everything we do as an organization.' www.worldaccess.com
Advanced Data-Comm
'Advanced Data-Comm understands that clients need a teleservices
bureau that provides superior customer service while building a true
business partnership. Advanced Data-Comm's commitment to clients is to
maintain a straightforward honest approach that fosters trust and builds
success. Advanced Data-Comm is fully committed to client satisfaction and
strictly adheres to service levels. Advanced Data-Comm maintains close
contact with each client, analyzing daily results and long-term trends
with advanced technology. The management team continually enhances
services by improving operations, training and quality assurance
procedures.' www.advanced-data.com
ChaseCom, LP
'ChaseCom's goal is to provide underserved communities the
opportunity to eliminate the 'digital divide,' and to supply quality
products and services to help communities, businesses and households get
connected and become a vital part of the exciting telecommunications age.
ChaseCom was founded with the guiding principle of providing the highest
level of quality and service to each client we partner with, and to
provide that same high quality service to each of our client's clients.
Our philosophy is to always give more than expected, whether the recipient
is a client, an employee or the community.' www.chasecom.net
e-TeleQuest, Inc.
'e-TeleQuest is a sales and relationship management organization
specializing in customer communication solutions for our industry-leading
partners. Our experience and attention to client satisfaction has enabled
us to develop a philosophy and business model whereby quality results, not
promises, are the foundation of our organization. e-TeleQuest takes a very
proactive approach to quality. We require our call center managers and
supervisors to monitor calls daily to provide immediate coaching and
counseling. e-TeleQuest also has a trained Quality Assurance department
that monitors calls remotely for our clients' base-line requirements.'
www.etelequest.net
GC Services Limited Partnership
'We're the oldest leading provider of collection and teleservices
solutions, with more than 44 years of continuous ownership. The motto for
our Quality First program is, 'Quality is always measured by the
customer's experience.' We are effective in separating business
requirements from customer-relations expectations. While both remain
important to overall project success, it is the customer-relations
expectations that drive our efforts to meet customer needs. Our Quality
First program mandates that operators strive for 100 percent excellence
100 percent of the time.' www.gcserv.com
King TeleServices
'At King, we are quality-focused and sales-driven. Our goal is to
make the best use of our extensive resources to provide you with the
highest quality of service. The Quality Assurance Department strives to
evaluate and improve the information transmitted by the TSR to the
authorized contact. The purpose of Quality Assurance is to improve the
teleservices skills of the TSR and concurrently to ensure that the
standards set forth by the client are met and surpassed. King TeleServices
believes that quality is important on each and every call.' www.king-teleservices.com
Millennium Teleservices
'Millennium Teleservices consistently ranks as the leading provider
of integrated e-commerce and direct marketing solutions. We have a
strategic methodology that enables us to partner with your company to
develop a solution geared towards the convergence of Internet, e-mail,
phone and fax customer contact channels. Millennium takes a multifaceted
approach to ongoing quality assurance throughout its call center
operations. Our corporate QA department is responsible for the following
areas: development of scripting for new projects; assessment and
refinement of scripting for existing projects; compliance; and monitoring
and training.' www.mmtel.com
MSA Solutions
'MSA Solutions' mission is simple: to be your partner to provide
innovative customer care and processing solutions. To achieve this
mission, MSA provides customized customer relationship management and
administrative services to the financial services, telecommunications and
e-commerce industries. At MSA Solutions, we recognize that the delivery of
quality involves all aspects of the business ' our people, our processes
and our technological platforms. When it comes to quality and performance,
we are 'pleased but never satisfied,' and this attitude is reflected
at every level of the organization.' www.msasolutions.com
The Product Line, Inc.
'Founded in 1982, The Product Line (TPL) has a long-standing
tradition as one of the premier providers of call center services to
national and international corporations. TPL's extensive experience in
the areas of customer acquisition, retention and satisfaction has enabled
us to build solid business relationships with leading companies in a wide
array of industries. Quality is the 'cornerstone' upon which TPL was
built. Quality not only is a set of processes and checks but, more
important, it's an attitude that molds the thought patterns and
resulting actions of every person in the organization.' www.tpli.com
RightNow Technologies
'RightNow Technologies is a leading provider of Web-based customer
service solutions for the Internet and Intranet environments. For
Web-connected organizations, we offer tools to support Web site operations
with fully automated, online customer service, plus tools for online
surveys, data analysis and marketing. We are driven by the use of OGSM
(objectives, goals, strategies & measures), which are developed
cooperatively by executive staff, line management and key employees in the
organization. These are reviewed and updated quarterly during a daylong
off-site meeting devoted exclusively to the task.' www.rightnow.com
Tele Danmark Call Center Europe
'At TDC Tele Danmark Call Center Europe we have specialized in
representing our customers to the outside world ' a demanding task,
which we are determined to solve with the highest possible degree of
competence, service and efficiency. Our primary strength is to establish
and develop a dialogue between you and your customers, so that you are
able to release resources and concentrate on your main business areas. Our
most important resource is our employees, who are responsible for the
quality of their own performed work.' www.callcentereurope.com
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