ELEVENTH-ANNUAL MVP QUALITY AWARD WINNERS

Customer Inter@ction Solutions
February 2004

With the Customer Inter@ction Solutions 2003 Quality Awards, we celebrate eleven years of the continual refinement of the methods, the technologies and the human quest for smarter, more efficient business services and communications that now come to define the contact center. These contact centers exist to get the job done while respecting the wishes and serving the needs of both the business world and the consumer world, providing both the technical and the human sides of CRM.

This years Quality Award winners exemplify the search for excellence. Through extensive essays, they have demonstrated to the editors of Customer Inter@ction Solutions their ability to build a feeling of community within their companies, while providing the best they can give to their clients. They have accomplished this through analytical thinking about business tools and processes and the building of partnerships, not only within the company but also with clients and the communities they serve. The ceaseless efforts of many thousands of individuals are represented by the winning companies, showing a true commitment to high ethical standards, stringent policies and challenging goals in pursuit of a stronger economic future for all.

The following brief extracts from the extensive award-winning applications are included to provide readers with a glimpse of what the companies provided as their standards for quality. We invite you to examine each company more closely if you are looking for a guide or partner for better teleservices and CRM.

All 2003 MVP Quality Award applicants were rigorously judged on 15 areas. Each area was given a score from 0 to 5. 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 the programs quality. 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.

To all of the winners, we extend our congratulations.

eTelecare International
Inbound, B-B & B-C, Telephone -  Gold
www.etelecare.com
Q: How do you handle complaints from your clients customers?
A: Thanks to our dedicated, motivated and highly educated customer service agents, eTelecare generally resolves customer issues on the first call and rarely has to deal with complaints. When an eTelecare CSA cannot resolve an issue to the customer's satisfaction, or if the caller makes two requests to speak with the agent's supervisor, the call is escalated to the CSA's team leader. Team leaders are highly experienced in customer service and most are promoted from the ranks of CSAs. As a result, less than 1 call in 2,000 needs to be escalated beyond the team leader to the operations manager who oversees the program and almost no calls are escalated back to the client. Overall, eTelecare escalates far fewer calls than its clients do in their own internal call centers. Part of the credit goes to our rigorous training programs and part goes to our CSAs. eTelecare recruits from the top ranks of Manila's leading universities and we screen applicants for customer service aptitude and problem-solving ability. Consequently, they are much more likely to resolve caller issues on their own than standard customer service agents.

top