“We are what we repeatedly do. Excellence, then, is not an act, but a habit.” Aristotle
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!
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
o
How
many rings does it take before our customer service representatives answer the
call?
·
Hold Time
o
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
o
Did
our customer service agents show a genuine interest and positive attitude to
the callers’ concerns when greeting the caller?
·
Level of
Customer Service
o Call
Control: Did the customer
service representative guide the call with appropriate questions and did they
eliminate dead air and confusion?
o 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?
o Manners: Did the customer
service representative politely use please and thank you throughout the call;
while remaining helpful and composed?
o Grammar: Did the customer service
representative use correct grammar and proper phrasing while eliminating the
use of slang words throughout the conversation?
o 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?
o Voice
Quality: Did the customer
service representative enunciate clearly using an appropriate pace for the
call?
·
Phone Message
o 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?
o Spelling
of Caller’s Name: Did the customer service representative verify and confirm
the spelling of the caller’s name?
o Confirmation
of Telephone Number: Did the customer service representative verify and confirm
the caller’s telephone number for a return call?
o Did
the customer service representative follow the message requirements specified by
the client?
·
Close of Call
o 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!
