Despite Pandemic, Customer Service Prevails as Ambs Call Center earns 2020 ATSI Award of Excellence
Ambs Call Center is honored to accept the exclusive ATSI 2020 Diamond Award of Excellence for best answering service. This annual award is presented by the Association of TeleServices International (ATSI) an industry trade association for telephone answering service providers. Now a 17-time winner, Ambs Call Center was presented with the award at ATSI’s 2020 Virtual Awards Presentation.
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Some of Ambs Call Center’s great team in Jackson, Michigan.
Call centers from across North America and the United Kingdom take part in the Award of Excellence program. Wherein, independent judges make random test calls to participating call centers.
These ‘secret shopper’ calls occurred over a six-month period which included the first few months of the COVID-19 pandemic.
Each call is scored on several criteria, including:
- Courteousness of call center agent
- Speed of calls answered
- Information accuracy
- Knowledge of account
- Overall impression of call
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“The ATSI Award of Excellence is a great way for our members and their employees to evaluate how they are providing service to their customers. It enables them to identify the things that make them great and the areas that they can work on to get better. We have members that have been involved in the program for decades and are very proud each year when they win the award.” Says ATSI President Joseph Pores.
The award started 25 years ago to improve the quality of the telephone answering service industry. It sets expectations and measurements that ensure an excellent customer service experience when a virtual assistant answers the phone.
“I am amazed and humbled to work with such a great group of people. Despite all the challenges and stress that COVID-19 threw at us, our resiliency and commitment to helping others never waived. We’re truly all in when it comes to making a difference in our clients’ success.” Says Aaron Boatin, President of Ambs Call Center.
