Northern Communications has been honored with the exclusive ATSI, CAM-X Awards of Excellence and the NAEO Superior Agent Service Award. Independent judges from these trade associations evaluate message services for Response Time, Courteousness of Operator, Accuracy of Call, Knowledge of Account, and the Overall Impression of Call. Participation in this program is just one of the many ways Northern Communications shows its dedication to providing the highest level of customer service.
Northern Communications has been honored to receive the Award of Excellence from ATSI.
The Award of Excellence is presented annually by ATSI (The American Answering Service Association) to providers of telecommunications and call center services that show exemplary qualities in caller experience, courtesy, response time, accuracy, and overall service to their clients.
• It is a ‘Mystery caller’ program
• How our call center agents handle the client calls are evaluated by an independent panel of judges, over a 6-month period.
• Calls are recorded and 2 independent judges listen to the call recordings
• A pre-determined scoring criteria is used
• Scores of 80% or higher by both judges earns the Award Of Excellence
Their definition of an Excellent call.
Excellence requires a level of service that considers the caller first in every aspect of the call. Excellence makes a caller believe they are the most important person (or their problem is the most important consideration to your call agent / CSR). How the agent handles every call, from beginning to end determines the success of your client relationship and the level of repeat business. No matter what is happening in your office on any given day, the caller should never believe your agent is too busy to give them the best service.
Outstanding Service Earns International Award
Northern Communications wins coveted NAEO Superior Agent Service Award
Outstanding Service Brings Home National Award
Northern Communications Earns CAM-X Award of Excellence
Grimsby, ON (October 2, 2020) — Northern Communications of Sudbury, ON has been honoured with the exclusive 2020 Award of Excellence for 18 years. The Award is presented annually by the Canadian Call Management Association (CAM-X), the industry’s Trade Association for providers of call centre services including telephone answering and message delivery. Northern Communications was presented with the Award recently at the CAM-X 56th Annual Virtual Convention and Trade Show.
Independent judges are contracted by CAM-X to evaluate message services over a six month period. The scoring criteria includes:
- Response Time
- Courteousness of Rep
- Accuracy of Call
- Knowledge of Account
- Overall Impression of Call
“Congratulations to this year’s winners of the Award of Excellence! The Award of excellence program is designed to evaluate the caller first in every aspect of the call. By winning this prestigious award you are demonstrating your commitment to customer service excellence and bettering our industry. Congratulations!” says CAM-X President Garrett Bidewell.
Now an eighteen-time winner, Northern Communications Services earned the Platinum Plus Award for eighteen years. CAM-X extends its congratulations to the staff of Northern Communications on their proven quality service to their customers.
Please extend my appreciation to Operators #5018 & #5003 for their handing of a tip for a Murder suspect yesterday. The suspect was found last night at the location provided and apprehended by law enforcement after a short foot pursuit. The fugitive had been evading law enforcement since September 2020. Both operators did a great job in obtaining very specific details of where he was going to be that assisted detectives as well as encouraging the tipster to call back with more information. The operator acted on the update by calling it out to law enforcement which was absolutely the right way to handle this type of tip.
The dedication and professionalism of your staff greatly assisted our Customer Service Department personnel. We could not have done our job as well without you.
We recommend Northern Communications for dependable and efficient service. Thanks to the staff! Keep up the good work!
Your company is doing a great job, it is a pleasure to work with you.
Northern Communications has always responded with efficiency and effectiveness for all our service needs. The staff has always been polite and efficient when communicating with the Rainbow Staff.
Congratulations to this year’s winners of the Award of Excellence! The Award of excellence program is designed to evaluate the caller first in every aspect of the call. By winning this prestigious award you are demonstrating your commitment to customer service excellence and bettering our industry. Congratulations!
The Award of Excellence program offers the industry the kind of quality testing and benchmarking that is essential to help establish the kind of service levels that are being demanded by our customers.
More than just an answering service!
I would encourage anyone who is interested in divesting themselves from short notice scheduling to consider a process like the one we have established with Northern Communications. Their managers have been more than accommodating and are quick to answer any concerns that we have.