Personalized Communications has been honored with the exclusive ATSI 2015 Award of Excellence for the 11th consecutive year. This award is presented annually by the Association of TeleServices International (ATSI), the industry’s Trade Association for providers of the telecommunications and call center services including telephone answering and message delivery across North America and the UK. Personalized Communications, Inc. was presented with the award at ATSI’s 2015 Annual Conference held at Hilton Torry Pines, LA Jolla, CA.
The telephone answering service industry has matured in communications technology and sophisticated consumers. Bureaus now must face the realization that they are already in a niche market for the consumer who requires live operator services. With competition from virtually every angle, only the best service will keep the consumer happy and loyal. While most bureaus in the industry most certainly provide good service, we are searching for that which goes beyond. The cut above will be rewarded with our coveted Award of Excellence. Here is how we determine that level.
Our Description of Excellent Service
Excellence requires a level of service that considers the caller first in every aspect of the call. Excellence makes a caller believe they are the most important person (or their problem is the most important consideration) to your operator/telereceptionist. How the operator handles every call, from beginning to end determines the success of your client relationship and the level of repeat business. No matter what is happening at your bureau on any given day, the caller should never feel your operator is too busy to give them the best service.
Independent judges are contracted by ATSI to evaluate message services over a six month period. The scoring criteria includes:
- Response Time
- Courteousness of Rep
- Accuracy of Call
- Knowledge of Account
- Overall Impression of Call
“The ATSI Award of Excellence is the most prestigious recognition of exemplary customer service in our industry. Award recipients demonstrated the highest level of service throughout every aspect of a caller’s experience – exceeding the award’s rigorous criteria and customer service standards. It’s quite an honor,” says ATSI President Jeffrey W. Zindel.
The award started 19 years ago as a means to improve the overall quality of the call center industry by setting expectations and measurements to ensure a successful call handling experience.
Now an eleven-time winner, Personalized Communications, Inc. earned the Diamond Plus Award for eleven consecutive years. ATSI extends its congratulations to the staff of Personalized Communications, Inc. on their proven quality service to their customers.
The Association of TeleServices International was founded in 1942 as a national trade association representing live answering services. ATSI now encompasses companies across the United States offering specialized and enhanced operator based services including: call centers, contact centers, inbound telemarketing (order entry), paging, voice messaging, emergency dispatch, fax and internet services among others.
For more information about the Association of TeleServices International, visit: