12TH ANNUAL MVP QUALITY AWARD WINNERS

Customer Inter@ction Solutions, Feb 2005

This is the twelfth year Customer Interaction Solutions® has brought you the winners of its MVP (Marketing Via Phone) Quality Awards. In the ensuing years since we introduced the awards in 1993, we have been impressed by the growing sophistication of the quality measures that have been introduced to the contact center by the leading-edge companies that apply for our MVP Quality Award. Over the years, we have seen new technologies adopted and the standards for a quality interaction refined and improved. Each of the following companies has demonstrated, through its MVP Quality Awards application, a true commitment to high ethical standards, stringent policies and challenging goals. Each of the award recipients is involved in a quality process that stretches from its human resource development to its implementation of technology to improve quality to taking a leadership role in promoting a positive public image of teleservices, and more. The following brief extracts from the extensive award-winning applications will give you a glimpse into what the companies provided as their standards for quality.

On a 16-point essay, entrants described a specific teleservices program and its results, and explained their overall policies and procedures, including human resources, technologies, customer services, ergonomics and public image that are used to establish, sustain and measure the programs quality. Judging the applicants was an arduous task, and the scores were not given lightly. Judging involved assigning a numerical point value from 1 to 10 for each of the 16 evaluation points.

Through the winners' essays, we learned that there are countless individuals within these organizations whose combined efforts and teamwork have contributed to elevating their companies' marketing via phone practices to the forefront of the industry. To all of the winners, congratulations.

GOLD AWARD WINNERS

APAC Customer Services, Inc.

Integrated (Outbound and Inbound), B-to-B

www.apaccustomerservices.com

Q: What elements make it easy to do business with your Jirm (800 lines, warrantees, guarantees, free delivery, etc.)?

A: Benchmarking - With [the client], APAC participates in once-a-month benchmarking meetings with all other of the client's service vendors. This meeting is an open review and roundtable discussion of best practices in call handling. The client has repeatedly noted APACs leadership on these calls and that our teams provide more improvement recommendations than other vendors.

Center Partners

Inbound, B-to-C

www.centerpartners.com

Q: Specifically state your policies on quality and your company's philosophy/motto with regards to quality.

A: Center Partners employs three Japanese business practices to implement the improvements identified through its quality-driven management system, called Nichijo Kanri ("daily control"), Kaizen ("continuous improvement") and Hoshin Kanri ("policy control"). We use these methods to implement the smaller improvements that add value, as well as the breakthrough improvements that fundamentally shift business practices.

Our long-term vision, through our QDMS (quality-driven management system), is to be widely recognized as the world leader in quality contact center management practices. While we believe that QDMS is further proof that Center Partners' services are done right, we hope it illustrates our commitment to continually do things better, as well.

Convergys

Integrated (Outbound and Inbound), B-to-B and B-to-C

www.convergys.com

Q: Describe all efforts to promote the quality image of teleservices to the public.

A: An excellent example of this is Converges' support of educational initiatives around the world. Recognizing that education today will provide students with limitless opportunities tomorrow, Convergys supports a wide range of initiatives that promote accessibility, sustainability and self-sufficiency. The following are samples of our work: PACE Center for Girls; National Underground Railroad Freedom Center; The Ananya Trust (in the Philippines), SAS (SA AKLAT SISIKAT, in the Philippines); Convergys Academic Achievement Recognition Program; and the Educational Matching Gifts Program.

GC Services Limited Partnership

Integrated (Outbound and Inbound), B-to-B and B-to-C

www.gcserv.com

Q: Describe all efforts made to make your work environment more stress-free and ergonomically correct.

A: We encourage all employees to participate in making their work environment more effective and efficient. For some of our more stressful programs, we have built some downtime into our agents' schedules, which allows them to be off the phone and participate in a non-phone-related activity. Such activities include creating contests, decorating the center, creating development materials, assisting in training classes, mentoring other agents and helping management with miscellaneous projects.

Hamilton Contact Center Services

Outbound, B-to-B

www.hamilton.net

Q: Describe all efforts made to make your work environment more stress-free and ergonomically correct.