Short Message Service (SMS)
CIS 17th Annual MVP Quality Awards
For the 17th year, Customer Interaction Solutions is proud to present the winners of its prestigious MVP (Marketing via Phone) Quality Awards.
Following the lead of their predecessors, this year’s winners have set a new standard for demonstrating their commitment to providing quality contact center services through the use of not only the latest technology, but consistent, proven business processes and training programs.
Each of these companies has exhibited a commitment to driving success of their client programs through exemplary
hiring, training, monitoring, and coaching of their agents, and through close, constant collaboration with their clients to
ensure quality standards are not only understood, but also met.
Through an exhaustive 16-point essay and supporting documentation, each of the applicants described the quality standards, agent monitoring and coaching practices, workplace enhancements, and organizational messaging – along with the technology in place to support these initiatives – that have helped them develop sustainable quality within their operations.
We congratulate this year’s winners, and have shared some of the unique and compelling comments from their essays.
Cross Country Automotive Services
Medford, Mass.
B-to-B and B-to-C Integrated Inbound/Outbound
www.crosscountry-auto.com
How do you measure customer satisfaction?
We have deployed a “bottom two box” initiative, where we report on and track daily all customers that have rated our contact
center service as being fair or poor. We attempt to contact each and every one of those customers, with the intent to, first,
apologize for not achieving our high standards, and then understand the drivers that cause poor service, perform root cause analysis, and implement solutions to influence a paradigm shift to “top two box” CSI. We have seen our bottom two box results shrink from 3.5 percent to 2.5 percent in past year.
InfoCision Management Corporation
Akron, Ohio
B-to-C Integrated Inbound/Outbound
www.infocision.com
Explain how quality has evolved in your contact center and
how it is sustained.
Despite the offshore trend, all of our centers are and always will be located in the United States. This enables us to establish strong customer relationships that aren’t hindered by cultural differences or language barriers. We believe it is imperative to grow our business the old-fashioned way – by offering a service that is unrivaled in the marketplace and earning new clients. We have never acquired or merged with another company.
Hamilton Contact Center Services
How has quality evolved in you call center, how is it sustained,
how is it measured?
By placing the emphasis on processes, human error is minimized and continuity is maximized – ultimately resulting in
greater quality of production by each department within the company. Of further benefit is the ease with which problems
can be identified by strict process adherence.
Intelenet Global Services
What do you do for your customers that gives them the impression of quality and high ethical standards?
Intelenet follows the “principle of partnership” and treats clients’ businesses as its own. This consultative approach to client management enables us to become an integral part of our clients’ organizations, rather than a supplier or vendor. Constructive resolution of issues reflects concern and commercial interests of both parties in a spirit of partnership.
Protocall Communications (News - Alert)(formerly Novo 1)
Laurel, Md.
B-to-B Outbound
www.novo1.com
What do you do to demonstrate your commitment to staff quality?
Every day, Protocall shuts down the entire call center for 30 minutes to review the previous day or shift and discuss strategy and issues for the upcoming ones. Conducted by team supervisors for every project, these sessions involve role-playing, motivation, and teaching through example.
Stream Global Services (formerly eTelecare (News - Alert) Global Solutions)
Wellesley, Mass.
B-to-C Integrated Inbound/Outbound
www.stream.com
How do you measure customer satisfaction?
Competitor contact centers utilize predictive churn models to market retention campaigns to customers with a high propensity to cancel. Stream takes that one step further through predictive dissatisfaction modeling. By ranking dissatisfaction drivers, we are able to predict which customers are more likely to be dissatisfied with their overall service.
Synergy (News - Alert) Solutions
What elements make it easy to do business with your firm?
All of our technology is enterprise-wide, so there is no confusion with disparate systems. Our switching platforms are centralized and all data at the contact center level is collected in real-time to provide redundancy and the ability to report across all channels in an integrated Web platform. Our open systems are configured to easily communicate with our clients’ systems and our seasoned team of IT professionals is committed to client service and maximum flexibility.
Thomas L. Cardella & Associates
What are your policies and philosophy on quality?
Our belief company-wide is that we have an obligation to our clients, their customers, and our employees to ensure that quality is our main priority. We will never compromise quality in order to inflate program statistics. We realize that each call we make has an impact on the people we contact. The impression we leave with each individual call, whether positive or negative, passes on to many others in their circle of friends and associates.
Ansafone Contact Centers
Santa Ana, Calif.
B-to-C Inbound
www.ansafone.com
How do you ensure a consistent message of quality across various contact channels?
A consistent message of quality must start with a clear company vision of with the quality standard must be. Quality starts at the top and supports everything that follows. A clear and consistent quality process must include: a solid foundation and clear direction, proven training programs, motivation and inspiration, and demonstrating by example.
ACCENT Marketing Services
What are your policies and philosophy on quality?
ACCENT is so committed to providing quality customer experiences that we have adopted a zero-tolerance policy regarding first call resolution. If our CSR (News - Alert) does not assist a customer to the fullest extent of their capabilities, including escalating to the highest level necessary, it leads to disciplinary action up to and including termination. By adhering to such strict standards, we have fostered a corporate culture that values a high quality customer experience.
Aegis Limited
Explain how your quality has evolved in your contact center.
Quality at Aegis can be depicted by the alignment of services to customer experience paradigm, where BPO services manages business experience, technology services enables business experience, and shared services extends business experience. We understand that measuring satisfaction relates to as assessment of factors contributing to both satisfaction and dissatisfaction.
The Connection
Burnsville, Minn.
B-to-C Integrated Inbound/Outbound
www.the-connection.com
Describe your efforts to make your work environment stress-free and ergonomically correct.
Every call center of The Connection has a budget for employees to design and personalize their break rooms through art, new colors, and vending preferences. This unique benefit gives our employees ownership in their work environment and a place to relax that is designed specifically to their preferences. Our break room design policy is such a success that it has actually been adopted by several of our clients after touring the facilities.
PRC LLC
Plantation, Fla.
B-to-C Integrated Inbound/Outbound
www.prcnet.com
How do you handle complaints from your clients’ customers?
PRC handles customer complaints through a systematic approach, which helps identify marketplace trends. The goal of handling customer complaints is to ensure FCR. By empowering employees to resolve customer complaints during the first point of contact, we are able to improve customer satisfaction and loyalty.
TELUS (News - Alert) International
What are your monitoring practices?
Regular quality calibration sessions are held weekly with the client to ensure consensus in the definition of quality, using either recorded or live calls. Both the client and the account’s QA team listen to a call and perform the audit simultaneously. This is followed by a detailed discussion of the audit, an ongoing activity that provides a forum to continuously maintain the integrity of the quality evaluation process.
CIS Magazine Table of Contents
Internet Telephony Magazine
Click here to read latest issue
CUSTOMER 
Cloud Computing Magazine
Click here to read latest issue
IoT EVOLUTION MAGAZINE
