First American Payment Systems, an industry leader in payments, has been honored with the prestigious 2017 ATSI Call Center Award of Distinction for the 5th year in a row by the Association of TeleServices International (ATSI).
"As a repeat winner of this award, I’m so proud of our team and the assistance they provide our customers on a daily basis,” said Latiffa Sharpe, Vice President of Merchant Services for First American Payment Systems. “Our customers are the most important thing to us and this award reinforces our efforts in providing exceptional customer service 24/7/365. We are truly honored to win this award for the fifth time in a row.”
“The ATSI Award of Distinction focuses on longer, more involved call handling. Agents are judged on their ability to follow the call scripts while engaging callers on a personal, human level, demonstrating the highest level of knowledge about the account, and to complete the given transaction requirements. The Award of Distinction is just that—the best of the best! These companies are setting new standards for the Call Center Industry.” says ATSI President Doug Robbins.
The Call Center Award of Distinction is a tool used to measure the skills of professional Call Center Agents throughout North America and the UK over a six-month period.
An independent panel of judges score call-handling skills for “enhanced service” applications, focusing their attention on the cornerstones of the Call Management Industry. Criteria measured include:
- Customer Relationship Management (CRM) Capabilities
- Courtesy to Caller
- Overall Professionalism
- Use of Proper Call Techniques
- Response Times
- Accuracy of Call
The award began 15 years ago as a means to improve the overall quality of the call center industry by measuring complex call handling procedures. The purpose is to elevate the industry and ensure a successful call handling experiences.