At the Association of TeleServices International's (ATSI) 2019 Annual Convention held at the OMNI Dallas Hotel in Dallas, TX, we were honoured with our first 2019 ATSI Award of Excellence!Read More
Yesterday, October 28, site examiner Dan L'Heureux visited our site for our CAM-X Site Recertification. We are extremely excited to announce that we passed with flying colors!
You’re probably thinking, “What exactly is the CAM-X Site Certification and what does it mean?” Site Certification is a three year certification governed by either ATSI (Association of TeleServices International) or CAM-X (Canadian Call Management Association). It means that we go through a set of criteria that covers best practices and guidelines for Telephone Answering Services (TAS) to adhere to. The criteria covers a range of topics including emergency procedures & recovery techniques, procedure documentation, system maintenance, back-ups, good business practices, employee safety, ongoing education and more!
I often get asked why we choose to participate in this. There several reasons why we participate; my top reasons are:
- It’s a great learning opportunity! Having to go through all the criteria is a great way for team members to learn various things they may not have known before.
- A great opportunity to review processes and procedures and pick them apart to see if and how you can improve them.
- It’s a chance to have another set of eyes look over your procedures to see if they can ‘poke holes’ in them to find out if you may have over-looked something.
- Another way for us to support and participate in different Telephone Answering Service industry associations.
This process takes many man hours and is definitely a team effort! Thank you to the whole team that works hard to make sure we continue these standards 24/7/365!
Our Site Certification History:
- ATSI May 10, 2006
- CAM-X September 6, 2012
- CAM-X October 28, 2015
On October 2nd, at the CAM-X (Canadian Call Management Association) 51st Annual Convention and Trade Show held at the Hilton Doubletree in Charleston, South Carolina, we were honoured with the 2015 CAM-X Award of Distinction for the 13th time!
The calls are judged using various criteria including customer relationship management, courtesy, etiquette, the use of proper call techniques, as well as response time and accuracy.
"The CAM-X Award of Distinction is designed to promote excellence in service and knowledge for Call Centre accounts. This program ensures Call Centres meet the strict criteria of professional service delivery while embracing technological advancements." says CAM-X President, Debbie Iacovone. "By winning this award, lntercon Messaging, Inc. has proven their excellent grasp of the extraordinary service levels necessary to satisfy such diverse and complex accounts. Congratulations lntercon Messaging, Inc.!"
On October 2nd, at the CAM-X (Canadian Call Management Association) 51st Annual Convention and Trade Show held at the Hilton Doubletree in Charleston, South Carolina, we were honoured with the 2015 CAM-X Award of Excellence for the 15th consecutive year! To add to the excitement of this wonderful achievement, our agents hard work earned us a spot in the top 10!
The calls are judged using various criteria including response time, courteousness of the agent, accuracy of the call, knowledge of the account and the overall impression of the call.
"The CAM-X Award of Excellence is a proven benchmarking program that enhances customer service for the Telephone Answering Service Industry throughout North America and the world." says CAM-X President Debbie Iacovone. "Technology advancements have made it possible to meet a variety of client needs yet it is the agents who take the calls that determine the overall customer satisfaction levels. The CAM-X Award of Excellence ensures agents not only meet the consistent, professional service levels clients demand, but exceed them. Since the inception of this Awards Program member participants have seen these service levels soar. I congratulate lntercon Messaging, Inc. for their achievements and commitment to excellence."
We are very excited to announce that our very own, Pat Vos has been selected as a recipient of the On Course Ambassadors of the Year Award for 2013. She was nominated by Kathy Magee of Northern Alberta Institute of Technology.
The On Course Ambassadors is a dedicated group of college and university educators across North America and beyond. Each has attended at least one multi-day On Course professional development event and made a commitment to share what they learned with their colleagues and students. The On Course Ambassadors’ mission is to bring about significant improvements in student academic success and retention, and the selection committee singled out Pat for her laudable efforts to achieve these goals at Intercon Messaging, NAIT and other colleges and schools in Alberta.
Awards for this honor will be presented at the On Course Ambassadors' dinner on April 24, 2014, during the 9th annual On Course National Conference. Honorees have also been invited to make a presentation to all attendees during the closing session of the conference.
On Course founder Dr. Skip Downing quoted Albert Einstein, who said, “Only a life lived in the service to others is worth living."
"I think he would agree that Pat is making her life well worth living,"Downing said. "Congratulations on having such a dedicated community member to support the education of others."