3C Contact Services (3cContactServices.com), North America’s premier cost-effective provider of contact center solutions for small- and medium-sized businesses, is announcing its participation in the 2014 Canadian Call Management Association (CAM-X) Award of Excellence Program.
“In operation since 1989, the CAM-X Award of Excellence Program provides call centers with the tools they need to ensure the professional level of quality that clients demand is being implemented,” says Rick Johnson, acting president of 3C Contact Services. “We at 3C welcome this opportunity to get an outside perspective as to how the quality of our customer service stands up to the rest of the industry. While customer service reps are trained to be knowledgeable, courteous, and efficient, this is our opportunity to demonstrate our abilities alongside a number of other call centers from across North America. We have every faith that our well-trained agents are up to the task and that they will bring home the gold.”
Founded in 1964, CAM-X is an industry trade association representing call centers and telephone answering service companies from coast-to-coast across North America. Members work together to share ideas, develop new technologies, and network with their peers.
Johnson explains that the Award of Excellence Program is a “mystery caller” program that offers CAM-X members the opportunity to have their call center agents evaluated by an independent panel of judges over a six-month period. The mystery callers conduct a test call based on the client profile information that members provide.
At the completion of the program, two independent judges listen to the call recordings and assess a score based on a predetermined scoring process. Only companies who achieve an overall score of 80% or higher will receive the Award of Excellence, presented at the CAM-X Annual Convention & Trade Show held this year in Ottawa, Ontario from September 23–26.
“We are excited to be a part of the 2014 CAM-X Award of Excellence program,” Johnson observes. “At 3C Contact Services, we understand that our agents are the first impression a customer gets about a brand. To that end, we strive for excellence—because our clients’ reputations are at stake. Excellence makes callers understand that their needs are our most important consideration, and they deserve the best quality customer care every time they call.”
3C Contact Services provides its clients with top-quality, best-of-class outsourced contact center services. 3C Contact Services’ customizable solutions allow companies to increase profitability while expanding market share and business intelligence and maximizing customer relationships. Specializing in customer retention strategies, 3C Contact Services has a dedicated and well-trained team of customer support specialists who provide excellent service that is delivered consistently in a timely and cost-effective manner.