eTelecare Global Solutions Wins Fifth Consecutive MVP Quality Award From Customer Inter@ction Solutions

Customer Inter@ction Solutions presented eTelecare Global Solutions with the company's fifth consecutive award in the inbound business-to-consumer services category during the magazine's 13th 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.

"Quality is the starting point for the value we create for our clients,” said eTelecare Global Solutions co-president Derek Holley. "eTelecare invests to outperform, and winning five MVP Quality awards in a row shows that our investments are delivering value to 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,” said 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 multi-channel approach to a customer migration program for a wireless client. eTelecare started by sending business reply cards that would allow customers to approve their migration to a new handset platform via mail. Customers could also place inbound calls to our agents through a number provided on the card. When call volumes were low, eTelecare's top agents placed outbound calls to customers who hadn't responded to the offer. eTelecare's approach lowered the cost per sale while stabilizing utilization rates and hourly costs.

The MVP Quality Award is the 33 rd industry award eTelecare has received in the last five 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.