Call Center CEO Wins Coveted Industry Award for Ethics and Quality

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November 5, 2015, Willow Grove, PA ─ CEO and President of call center provider AnswerNet, Gary Pudles, has been honored with the 2015 Tom Ryan Award for Ethics, Integrity and Quality Above All. Pudles received this prestigious honor from the Canadian Call Management Association (CAM-X) at the 51st Annual CAM-X Convention and Trade Show held recently at the Doubletree Hilton in Charleston, SC.

The award — created in honor of telemessaging pioneer Tom Ryan — goes to companies and individuals exhibiting quality service, commitment to the highest ethics and integrity, and other ideals.

“This award symbolizes the values that I love about this industry and what I love about our company,” said Pudles. “I am extremely proud of our AnswerNet family and the incredible work they do every day. I could not have received this award without them.”

Pudles, also once named an “Ernst and Young Entrepreneur of the Year,” was selected for his dedication to quality service delivery, positive employee relations and community involvement.

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AnswerNet is a full-service provider of inbound, outbound, automated and business process outsourcing (BPO) call center services. AnswerNet has more than 25 call centers in 18 states and two Canadian provinces, providing a vast range of services to optimize telephone answering services, appointment setting and confirmation, customer support, sales, lead qualifications and market research. These are only a small selection of contact management solutions provided to nearly 10,000 clients, for which we process over 30 million contacts every year. AnswerNet has been recognized as an award-winning service by Inc. magazine’s Annual “Inc. 500 List of Fastest Growing Private Companies” and Customer Interaction Solutions magazine’s “Top 50 Teleservices Agencies.” AnswerNet was also named a “Best Run Company” by SmartCEO magazine.

This Valentine’s Day, fall in love…with your call center.

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The first time you talked to each other, there were butterflies. You had to admit it was a thrill to meet someone who listened to you, and  knew exactly what you needed. However, I am not talking about your soul mate. I am talking about your call center.

 

Okay, falling in love with a call center is a bit of a stretch. However starting a new business relationship is just like starting a personal relationship. There is that initial stage of getting to know each other, a honeymoon period where everything seems great, and possibly even a “first fight.” Eventually the problems are resolved, and hopefully your connection is stronger than ever. Your call center becomes a source of support, helping you grow your business as the years progress.

 

Now the trick to a good relationship with your significant other is the same as a good relationship with your vendor—communication. You want a call center provider who listens, who likes to check in regularly and talk about the health of the program and who cares enough to invest time into your business.  Inversely, a bad call center is like a bad date. They trick you into thinking you are going to have a great time but then ignore you and eventually stick you with the bill.

 

So how do you pick the right call center for you? Here are a few tips to keep in mind when looking for “the one”:

 

1)    Are they part of an accredited call center association?

Most reputable call centers are members of the Association of TeleServices International (ATSI) or the Canadian Call Management Association (CAM-X). Both organizations were created to represent the needs of the call centers and telephone answering services across North America, and they provide many regulatory and educational services. You know you have a good catch when the call center is an active member.

 

2)    Do they have a quality assurance process?

Every call center is going to tell you that quality is their number one goal, but what are they doing to assure quality standards? A call center worth your time will be able to articulate the quality assurance process in place at their site. It can include things like hiring and account training testing, compliance with industry standard key performance indicators (KPIs) and even quality checklists they might use to monitor calls.

 

3)    Do they have a business continuity plan?

If a disaster happens, will your call center run and hide, or will they ride up on a white horse and save the day? Well, maybe we are exaggerating a bit. However, a good call center should have a business continuity plan to cover all their bases. It should include a failsafe process (where your calls will go in case the site loses power), if they have backup generators at their site and protocols for when they need to run updates to their system.

 

So for this Valentine’s Day, don’t be blue if you haven’t found your one, true call center. A great relationship with a new vendor is right around the corner. If you are in the market, you can rest assured that these tips will help you find the right telephone answering service or call center for you.