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13thJul2013

A Courteous Communication Wins the 2013 ATSI Award of Excellence!

A Courteous Communications has been in the telephone answering industry for over 27 years. Since day one our president and leader, Doris Primicerio, has applied the theory that to be successful in any venture, you must provide the best possible service. Since opening our doors in 1986, A Courteous Communications has maintained a highly intense training program for our customer service agents as we believe in providing the best possible answering and telemessaging services to our clients. All of our family here at A Courteous Communications have lived by that high standard year after year and we are happy to provide exceptional inbound and outbound telephone services for medical offices, attorneys, service companies, reservation setting, appointment setting, order taking, as well as “help” lines. We answer our clients’ calls, with a smile, 24 hours a day, 7 days a week, 365 days a year!

An integral part of A Courteous Communications’ training program is striving for perfection with our customer service techniques by maintaining a high quality of professionalism and friendliness. As such, we are proud to be part of an annual six-month intense monitoring program provided by ATSI (Association ofTeleservices International). ATSI’s sole purpose is to enhance the value of customer service in the telecommunications industry by intensely monitoring telephone answering services and giving credit and acknowledgement for virtual receptionists that go above and beyond.

A Courteous Communications is a proud winner of the ATSI Award of Excellence! Being a 2013 ATSI Award Excellence winner is kind of a big deal for a business telephone answering service!  This Award is given to the few answering services in the nation that provide topnotch services to their clients. Throughout the year, ATSI’s highly trained mystery callers phone our clients’ lines to conduct a survey on our incoming call services. Their expectations are high and they grade us in the following areas:

Ring Count

How many rings does it take before our customer service representatives answer the call

Hold Time

How many times does a caller get placed on hold and what was the response time and return greeting once the call is retrieved?

Live Answer Phrase

Did our customer service agents show a genuine interest and positive attitude to the callers’ concerns when greeting the caller?

Level of Customer Service

Call Control: Did the customer service representative guide the call with appropriate questions and did they eliminate dead air and confusion?

Attitude: Did the customer service representative convey a pleasant and helpful attitude by his/her choice of words and/or tone of voice throughout the call?

Manners: Did the customer service representative politely use please and thank you throughout the call; while remaining helpful and composed?

Grammar: Did the customer service representative use correct grammar and proper phrasing while eliminating the use of slang words throughout the conversation?

Knowledgeable/Confident: Did the customer service representative appear to be knowledgeable of the client’s business and personnel by giving appropriate responses and navigating the caller with confidence?

Voice Quality: Did the customer service representative enunciate clearly using an appropriate pace for the call?

Phone Message

Did the customer service representative advise the caller how their message would be handled and give the caller confidence that their concern, question or request would be handled in a timely manner?

Spelling of Caller’s Name: Did the customer service representative verify and confirm the spelling of the caller’s name?

Confirmation of Telephone Number: Did the customer service representative verify and confirm the caller’s telephone number for a return call?

Did the customer service representative follow the message requirements specified by the client?

Close of Call

Did the customer service representative reassure the caller by advising what would be done with the message and did we leave the caller feeling confident that their needs would be met?

Each answering service is scored on how their customer service representatives handled the above aspects while following the proper guidelines throughout the call. In order to receive this prestigious Excellence Award, all call centers must qualify in the top 80% of all requirements.

This intense six-month monitoring program allows A Courteous Communications to be more effective, efficient and helpful with all of our client accounts. We take great pleasure in receiving our ATSI Excellence Award because it validates our hard work and proves that A Courteous Communications is the best business telephone answering service in the nation. The Award of Excellence separates us from our competitors and showcases our strengths; exceptional customer service.

We owe this impressive award to our dedicated and highly valued staff here at A Courteous Communications! Thank you to the A Courteous family for accomplishing such an exciting achievement!

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