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MONROVIA, CA, Feb. 25, 2005 - Customer Inter@ction Solutions presented eTelecare Global Solutions with the company's fourth consecutive award in the inbound business-to-consumer services category during the magazine's 12th annual Marketing Via Phone (MVP) Quality Awards. The awards are presented in each category to companies that show high ethical standards, stringent quality policies and challenging goals. To win, a company's quality process must include human resources, technology and promoting a positive public image of teleservices. "We offer outstanding quality because we focus on continuous improvement and have developed a solutions-oriented approach to our clients' telemarketing programs,” said eTelecare Global Solutions co-president Derek Holley. "Winning four MVP Quality awards in a row shows that our investments in people and processes are delivering a total economic return for our clients and their customers." “Judging applicants is an arduous task, our editors carefully review the application and assign a numerical point value from 1 to 10 for each of the 16 evaluation points,” indicates Nadji Tehrani, TMC Chairman and Executive Group Publisher of Customer Inter@ction Solutions . He also said, “Scores were not given lightly. This is, after all, one of the most coveted awards in the industry.” Tracey Schelmetic, Editorial Director of Customer Interaction Solutions , adds, “Since we introduced the awards in 1993, we have been impressed by the growing sophistication of the quality measures that have been introduced to the contact center by the leading-edge companies that apply.” The entry submitted by eTelecare Global Solutions focused on the company's proprietary continuous improvement quality monitoring processes and the staff's commitment to customer satisfaction. The four-step Performance Management System uses bonus-incented goals, random monitoring, objective evaluation and one-on-one coaching to drive consistently surpass client quality objectives. The MVP Quality Award is the nineteenth industry award eTelecare has received in the last four years. About Customer Inter@ction Solutions The staff at Customer Inter@ction Solutions, and its parent company, TMC Labs, boast a combined 74 years of sustained continuity and experience delivering insightful, solutions-focused coverage of the CRM, call/contact center, teleservices and speech technology industries. About eTelecare Global Solutions: Founded in 1999, eTelecare Global Solutions (www.etelecare.com) provides contact center operations for leading financial, computer and telecommunications firms. By combining the management experience of former McKinsey consultants with affordable, highly-educated agents in the US and the Philippines, eTelecare Global Solutions delivers raises the bar for quality and lowers the overall costs of service. The company now has eight US call centers, distributed among Vermillion, SD; Minot, ND (two); Rio Rancho, NM; Scottsdale, AZ; and Phoenix, AZ (two).
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