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AnswerNet’s Sandy Guillen Honored For Getting the Top Score in the AnswerNet Award Of Excellence Mystery Caller Program.

Click Here to see how we surprised Sandy to celebrate her achievement!

AnswerNet takes quality monitoring very seriously.  For the last six years, AnswerNet has hired the Canadian Call Management Association (CAM-X) to measure the effectiveness and performance of every call center AnswerNet owns though a CAM-X developed initiative called the Award of Excellence Program. The Award of Excellence program judges each call center’s performance based on a series of graded mystery calls.

The grading system includes judging certain objective things, such as whether the agent said “please” and “thank you,” and whether they provided the correct information to the caller.  In addition, there is a subjective part, called the WOW Factor, which indicates that the agent was also upbeat and engaging with the caller.

This year, we had many calls that earned 100% on the objective part and a large number of those calls also scored 100% for the WOW Factor.  But only one call, and one agent, could get the top score and for 2010 it was Miami-based agent Sandy Guillen.  Congratulations Sandy and great job!

Click Here to see how we surprised Sandy to celebrate her achievement!

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