Focus Answering Service Awards
ATSI – Award of Excellence 2014, 2013, 2012, 2011, 2010, 2009, 2008, 2007, 2006, 2005, 2004, 2003, 2000:
Focus Telecommunications, Inc. of Eldersburg, MD has been honored with the exclusive ATSI 2014 Award of Excellence for the 10th consecutive year. This award is presented annually by the Association of TeleServices International (ATSI), the industry’s Trade Association for providers of telecommunications and call center services including telephone answering and message delivery across North America and the UK. Focus Telecommunications, Inc. was presented with the award at ATSI’s 2014 Annual Convention held at The Peabody Hotel, Memphis, TN
Independent judges are contracted by ATSI to evaluate message services over a six month period. The criteria for scoring include: courtesy, response time, accuracy and overall service to their clients. If the company scores 80% or better in ALL categories, they are presented with the coveted ATSI Award of Excellence. The program is now in its 18th year.
“The ATSI Award of Excellence is the most prestigious recognition of exemplary customer service in our industry. Award recipients demonstrated the highest level of service throughout every aspect of a caller’s experience – exceeding the award’s rigorous criteria and customer service standards. It’s quite an honor,” says ATSI President Sharon Campbell.
Now a ten-time winner Focus Telecommunications, Inc. earned the Diamond Award for ten consecutive years. ATSI extends its congratulations to the staff of Focus Telecommunications, Inc. on their proven quality service to their customers.
The Association of TeleServices International was founded in 1942 as a national Trade Association representing live answering services. ATSI now encompasses companies across North America and the UK offering specialized and enhanced operator based services including: call centers, contact centers, inbound telemarketing (order entry), paging, voice messaging, emergency dispatch, fax, and internet services among others.
ATSI – Call Center Award of Distinction 2014, 2013, 2012, 2011, 2010 ,2009, (Top Ten) 2008, 2007(Highest score), 2006:
Focus earned the ATSI “Emerald” Call Center Award of Distinction in recognition of EIGHT consecutive years of Call Center excellence. The program focuses on and evaluates customer relationship management (CRM), courtesy, etiquette, and proper call techniques of teleservice call center agents. The program assists outsourcing call centers in assessing, controlling, and improving the quality of service provided to their call center clients. Through this third-party evaluation, recipients of the Call Center Award of Distinction are independently verified as leaders in the call center industry.
read between the lines
“We make a point to participate in programs where mystery shoppers judge our agents.
It is important to see ourselves as others see us.” Donna West
CAM-X Award of Excellence 2009 (Top Ten), 08 (Top Ten), 07, 06, 05:
Each year, CAM-X (The Canadian Call Management Association) recognizes call centers that have achieved and maintained distinction and excellence. This achievement puts them among the top call centers worldwide. The CAM-X Award of Excellence program is a “mystery caller” program that offers telemessaging call centers the opportunity to have their agents evaluated by an independent panel of judges over a six-month period. Only companies achieving an overall score of 80 percent or higher can receive the Award of Excellence.
CAM-X Award of Distinction 2009, 08, 07, 06, 05:
“The Award of Distinction was conceived to celebrate excellence in Customer Service for those Call Centers responding to the more complex requirements of e-commerce and consumer response,” says CAM-X President Lillian Lyle. The CAM-X Call Centre Award addresses customer relationship management (CRM), courtesy, etiquette, and professional call handling in call centers. This program is appropriate for both in-house and outsourced call centers that provide order entry, fulfillment, registration, surveys, Web applications, escalated emergency response, reservations, and help desk services.
ATSI 24/7 GOLD Site Certification :
The 24/7 Site Certification Program sets forth nearly sixty criteria that need to be met or exceeded. They represent a collection of the best practices and guidelines that to which every certified company must adhere. Part of the challenge of participating in this peer review and inspection program is in the preparations and groundwork that need to be completed in order to qualify. Focus has demonstrated to the satisfaction of the Certification Committee a high level of proficiency in recovery techniques, good business practices, documentation of procedures, and levels of redundancy necessary for 24/7 preparedness. Focus was the sixteenth Answering Service in the World to receive this certification and has maintained this certification since 2005.
ATSI Supervisor Certification:
Focus’ supervisors are selected to participate in the Supervisor Certification program because they have the potential to lead, coach, and support their telereceptionist staff. As part of the examination they are given problems and case studies to work through. They also answer questions in essay form about system operations and procedures. It is as much a test of character as a test of knowledge. All eligible Focus Supervisors are certified.
ATSI Agent Certification:
The Telereceptionist Certification program is designed and written for the Telephone Answering Service industry to certify and accredit their staff of Telephone Service Representatives. Focus’ Telereceptionists have demonstrated excellence in three areas: completion and testing under the Interactive Training Program, successfully passing a comprehensive written examination of call handling skill sets, and an oral interview testing customer service issues and problem calls with a certified examiner. All eligible Focus Agents are certified.
ATSI Learning By Association Award 2007:
Instituted in 2005, the Learning by Association (LBA) Award recognizes the contributions members make to one another on a daily basis. ATSI members vote for those of their peers who have made significant contributions to the industry through their sharing of ideas, expertise, and experiences via the ATSI email discussion list. Donna West earned the 2007 LBA Award due to her generous spirit in sharing her insight and knowledge. .
ATSI – President’s Award 2008:
Nearly every year there is one person who rises above the rest in their contributions to ATSI. Donna West was the recipient of the President’s Award, given by Allan Fromm, in recognition of her many contributions, including the three video training sets that are the major source of training for this industry
The Don Berry Award of Excellence 2005:
The Don Berry Award was created to honor individuals who gave of themselves for the betterment of SNUG and the industry. This award was created to honor and remember Don for his enormous contribution to this industry and because of his commitment and dedication to his beliefs and his customers. Donna West has also been a driving force in this industry and it is because of her hard work and commitment that she is the recipient of the 2005 award.
NAEO Member of the Year Award 1994:
The National Amtelco Equipment Owners (NAEO) Award is presented each year to individuals dedicated to education, networking, and development of best practices among members. Donna West shared a common interest with and desire to support and promote the purpose of NAEO.
Washington Office Magazine Reader’s Choice Award – 1994 1995:
This award was only given for two years. Readers sent in the name of their favorite vendors in many categories. Focus was the clear winner for both years, since we actively participated in the communities of Washington D.C and the surrounding area.
Business and Industry Award – Chamber of Commerce 1995
This award recognizes small businesses for their contribution and commitment to their community. Developing jobs through the Private Industry Council and providing internships for local students, Focus demonstrates a standard of excellence in their contributions throughout Montgomery County.
Better Business Bureau Accreditation is an honor – and not every company is eligible. Businesses that meet our high standards of integrity and performance are invited to join BBB. Integrity includes respect, ethics and intent. Performance speaks to Focus’ track record of delivering results in accordance with BBB standards and/or addressing customer concerns in a timely, honest and satisfactory manner.
MBE – Minority Business Enterprise:
An MBE/DBE is a small business that is at least 51% independently owned and controlled by one or more socially and economically disadvantaged individuals. Focus is a woman owned business and as such qualifies as an MBE or as an MBE subcontractor needed on Government Contracts.