Teleservices Outsourcing Seventh-Annual
MVP Quality Award Winners
[Go Right To MVP Quality Award Winners List]
C@LL CENTER CRM Solutions is pleased to announce the recipients
of its seventh-annual MVP (Marketing Via Phone) Quality Awards. Since
we started this award in 1993, it has been astonishing to see how much
our industry has evolved in both the awareness of the need to provide
quality services and also the procedures put in place to ensure quality.
Back in 1993, quality was most often measured in terms of calls handled,
time to answer, etc., with the occasional monitoring session thrown in.
By the time of this year�s contest, we have seen a shift to providing
a quality customer interaction having become more important (and rightfully
so) than length of call. We have also witnessed the institution of quality
assurance departments, the adoption by many teleservices providers of
ISO and TQM standards, and the establishment of in-house �universities�
for the continuing training and education of agents, to name but a few
of the quality measures now in place among this year�s winners.
Each of the winning companies for 1999 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 re-source
development to its implementation of technology to improve quality to
taking a leadership role in promoting a positive public image of teleservices,
and more.
All 1999 MVP Quality Award ap-plicants 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 their quality. Applicants were also judged on a 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. Top-scoring companies were then divided into application
categories, as determined by the application described in their essay.
As in past years, it is an understatement to say that we were truly
impressed by the detail, exacting measures and genuine all-out effort
put forth by our award winners to achieve the ideals of quality in their
call centers and in the practice of teleservices, human resource development
and customer services.
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.
Below is a list of the 1999 MVP Quality Award Winners and the categories
of their entries.
1999 MVP Quality Award Winners
GOLD
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SILVER
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BRONZE
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Aegis Communications, Group, Inc.
Inbound B-to-C
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Advanced Data-Comm, Inc.
Inbound B-to-C
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Access Direct Telemarketing, Inc.
Outbound B-to-C
|
Associates Commerce Solutions (formerly
SPS TeleServices)
Web-Enabled
|
Colwell & Salmon Communications,
Inc.
Outbound B-to-B
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Meyer Assocs. Teleservices
Outbound B-to-B
|
Compaq Computer Corp.
Web-Enabled
|
FutureCall Telemarketing West, Inc.
Integrated Inbound/Outbound B-to-C
|
MicroAge Teleservices
Integrated Inbound/Outbound B-to-B/ B-to-C
|
Consolidated Market Response
Integrated Inbound/Outbound B-to-C
|
InfoPlex Corp.
Outbound B-to-B
|
Millennium Teleservices
Outbound B-to-C
|
Convergys Corp.
Web-Enabled
|
Protocall Communications
Outbound B-to-B
|
Regency Communications, Inc.
Outbound B-to-C
|
ICT Group, Inc.
Web-Enabled
|
Protocol Communications, Inc.
Outbound B-to-B
|
Transcom
Integrated Inbound/Outbound B-to-C
|
InfoCision Management Corp.
Outbound B-to-C
|
Ron Weber & Assocs., Inc.
Inbound B-to-C
|
World Access Service
Corp.
Inbound B-to-C |
King TeleServices LLC
Integrated Inbound/Outbound B-to-B
|
Tele Business USA
Outbound B-to-B
|
|
The Product Line, Inc.
Inbound B-to-B
|
TeleRep � ATS Call Centers,
Inc.
Inbound B-to-C |
|
SR. Teleperformance
Integrated Inbound/Outbound B-to-B/ B-to-C
|
|
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TeleSpectrum Worldwide, Inc.
Outbound B-to-C
|
|
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Unitel
Outbound B-to-B |
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