Jackson—Ambs Call Center, with call centers in Jackson, Grand Rapids, and Tampa., recently accepted the ATSI 2021 Diamond Plus Award of Excellence for best answering service, an annual award presented by the Association of TeleServices International (ATSI). Now an 18-time winner overall and 11 consecutive year winner, Ambs Call Center was presented with the award at ATSI’s 2021 conference in Kansas City, Mo.
Call centers from across North America and the United Kingdom take part in the Award of Excellence program. Idependent judges make random test calls to participating call centers. These 'secret shopper' calls occurred over a six-month period and took place for the second year in a row during the global pandemic. Each call is scored on several criteria.
The award started 25 years ago as a means to improve the overall quality of the call center industry by setting expectations and measurements to ensure a successful call handling experience.
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