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Actions Speak Louder Than Words: Third-party Quality-assured Customer Service

Inbound customer service is a skill set that requires years of experience to hone. It also requires an entirely different skill set than outbound telemarketing, telesales, and inside sales. When you are looking for a telephone call answering service or call centre service provider, you want assurance that the partner you select is going to provide an exceptional customer experience to your valuable customers and prospects. But, as part of the research process, what should you look for to get that assurance?

While it’s easy for us here at On Call Centre to “say” our customer service representatives (CSRs) are highly skilled and provide an exceptional customer experience to our clients’ customers, any answering service or call centre service provider can say that. So we work with third-party organizations to “judge” how well we’re doing. We believe these actions—and our results—speak volumes.

While most service providers offer inbound/outbound (or blended) services, all of our CSRs are focused 100% on inbound customer service. Our CSRs are randomly tested 12 months a year by two third-party organizations: Canadian Call Management Association (CAM-X) and Association of TeleServices International, Inc. (ATSI). The scoring criteria include courtesy, response time, accuracy, and overall customer service. “Validation” by judges is provided every six months in the form of an Award of Excellence. To receive the award, our CSRs must score 80% or better in all categories.

In June 2012, On Call Centre received its 14th consecutive ATSI Award of Excellence at the ATSI 2012 Annual Convention in Orlando, FL. We’ve also received six (6) consecutive CAM-X Awards of Excellence.

On Call Centre recommends that you use the following sources as proof that the answering service or call centre service provider truly exceeds high levels of customer service.

  1. Has been tested and received recent validation by third parties, which provides proof of quality assurance and quality control.
  2. Provides customer references if requested, and when you speak with the customer references they validate the customer service levels.
  3. Promotes customer logos/customer names and customer case studies on their website, which means their customers endorse their partner’s service level.

If you have questions about your inbound customer service requirements, we welcome the opportunity to help you achieve your business goals. Call us at toll free at 1-866-323-3344 (or local Ottawa 613-238-3262, email us at info@oncallcentre.com, or fill out our Call Me form.

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  1. […] sure to read our blog articles, Actions Speak Louder Than Words: Third-party Quality-assured Customer Service and On Call Centre Earns 7th Consecutive CAM-X Award of […]