Outstanding Service Brings National Award

Outstanding Service Brings National Award

MedCom Professional Services, Inc. Wins CAM-X Award of Excellence

TOP TEN

MedCom Professional Services, Inc. of Levittown, PA has been honoured with the exclusive 2011 Award of Excellence for the fourth consecutive year. The Award is presented annually by the Canadian Call Management Association (CAM-X), the industry’s Trade Association for providers of call centre services including telephone answering and message delivery. MedCom Professional Services, Inc. was presented with the Award recently at the CAM-X 47^th Annual Convention and Trade Show held at the Hyatt Regency, Montreal, QC.

Independent judges are contracted by CAM-X to evaluate message services throughout North America over a six-month period. The criteria for scoring include courtesy, response time, accuracy and overall service to their clients. If the company scores 80% or better in ALL categories, they are presented with the coveted Award of Excellence. The program is now in its 22nd year.

“Every business needs an answering service” says CAM-X president Tom Sheridan. “Participation in the CAM-X Award of Excellence program helps make for a great first impression for all callers, even when contact is made after regular business hours. A live agent simply provides a better customer service experience than automated systems or callers having to wait until the office reopens for business. The CAM-X Awards of Excellence program raises the bar for the best customer service experience possible. We congratulate MedCom Professional Services, Inc. for their achievements.”

Founded in 1964, CAM-X began as a national trade Association representing live answering services. The Canadian Call Management Association now encompasses companies across North America offering specialized and enhanced operator based services including: call centres, contact centres, inbound telemarketing (order entry), paging, voice messaging, emergency dispatch, fax, and Internet-based services, among others. Please visit www.camx.ca for more information.

Now a four-time winner, MedCom Professional Services, Inc. earned the Silver Plus Award for four consecutive years. CAM-X extends its congratulations to the staff of MedCom Professional Services, Inc. on their proven TOP TEN quality service to their customers.

MedCom wins the ATSI Award of Excellence

MedCom Professional Service is pleased to announce that each of their office affiliates have won the prestigious ATSI Award of Excellence. The award ceremony was held at the 66th Annual ATSI Convention & Expo at the Westin Hotel in the Gaslamp Quarter of San Diego, CA. Read below to find out more about the Award of Excellence program and watch the acceptance videos. MedCom has achieved this award for 13 consecutive years.

Introduction
The telephone answering service industry has matured in communications technology and sophisticated consumers. Bureaus now must face the realization that they are already in a niche market for the consumer who requires live operator services. With competition from virtually every angle, only the best service will keep the consumer happy and loyal. While most bureaus in the industry most certainly provide good service, we are searching for that which goes beyond. The cut above will be rewarded with our coveted Award of Excellence. Here is how we determine that level.

Our Description of Excellent Service
Excellence requires a level of service that considers the caller first in every aspect of the call. Excellence make a caller believe they are the most important person (or their problem is the most important consideration) to your operator/telereceptionist. How the operator handles every call, from beginning to end determines the success of your client relationship an the level of repeat business. No matter what is happening at your bureau on any given day, the caller should never feel your operator is too busy to give them the best service.

Benefits of Participation
If successful in achieving an 80% overall average score, participants will enjoy:

• a plaque for the office wall to remind both customers and staff of their accomplishment.
• a press release to send to the appropriate media and use in sales kits and staff/customer newsletters.
• a photo op at the presentation ceremony to accompany the press release
• a sheet of logos to use in advertising, sales kits and other promotional material
• team accomplishment and pride.
• the ability to improve further by using the evaluation sheets and audio tape of calls to find areas that still need attention

This program was designed as a measure of quality control. The success of the program however has not been based on "winning" the Award. If unsuccessful in achieving an 80% overall average score:

• it is a chance to regroup and find areas to improve
• each participant receives evaluation sheets and an audio tape of calls which are the best tools to establish areas in need of attention.
• management and staff rally together to win it next time.

The program was started in Canada in 1989 and has been slightly modified every year since to remain relevant to our changing industry. ATSI adopted the program as a member service in 1995 with great success. Over 20,000 calls have been made to many participating companies yielding many winners.

Outstanding Service Earns National Award

TOP TEN

MedCom Professional Services, Inc. Wins ATSI Award of Excellence

MedCom Professional Services, Inc. of Levittown, PA has been honored with the exclusive 2009 Award of Excellence for twelve consecutive years, earning a combined score of 96.9%. The award is presented annually by the Association of TeleServices International (ATSI), the industry’s trade association for providers of telecommunications and call center services including telephone answering and message delivery. MedCom Professional Services, Inc. was presented with the award at ATSI’s 2009 Annual Convention held at the Westin Convention Center Hotel in Pittsburgh, PA.

After six months of intensive testing, an independent panel of judges scored call-handling skills such as courtesy, response time, accuracy and overall service to their clients, the cornerstones of the call management industry. If a company scores 80% or better in ALL categories, they are presented with the coveted Award of Excellence.

“The ATSI Award of Excellence offers the industry the kind of quality testing and benchmarking that is essential to help us establish the service levels demanded by our customers. We congratulate MedCom Professional Services, not only for their TOP TEN achievement in 2008 but also for following up this year with another TOP TEN placement in 2009 from a field of 136 participating telephone answering services,” stated ATSI President Dennis O’Hara.

Now a twelve-time winner, MedCom Professional Services, Inc. has earned the Diamond Award for twelve consecutive years. ATSI congratulates the staff of MedCom Professional Services, Inc. on their proven quality service to their customers.

About ATSI
The Association of TeleServices International was founded in 1942 as a national trade association representing live answering services. ATSI now encompasses companies across the United States offering specialized and enhanced operator based services including: call centers, contact centers, inbound telemarketing, paging, voice messaging, emergency dispatch, fax, and internet services among others.

Outstanding Service Earns National Award

MedCom Professional Services, Inc. Wins ATSI Award of Excellence – Top Ten Score. MedCom Professional Services, Inc. of Levittown, PA has been honored with the exclusive 2008 ATSI Award of Excellence for the eleventh consecutive year. The award is presented annually by the Association of TeleServices International (ATSI), the industry’s trade association for providers of telecommunications and call centre services including telephone answering and message delivery. MedCom Professional Services, Inc. was presented with the award at ATSI’s 2008 Annual Convention held at the Hyatt Regency Hotel, in St. Louis, MO.

After six months of intensive testing, an independent panel of judges scored call handling skills such as courtesy, response time, accuracy and overall service to their clients, the cornerstones of the call management industry. If a company scored better than 80% or better in ALL categories, they are presented with the coveted Award of Excellence. MedCom earned the score of 97.1%.

“The Award of Excellence is a ‘mystery shopper’ program that provides independent testing for quality assurance in customer service levels,” says ATSI President Allan Fromm. “We congratulate MedCom Professional Services, Inc. for their TOP TEN achievements.” In 2008, there were nearly 140 competing answering services enrolled in the program.

Now an eleven-time winner, MedCom Professional Services, Inc. earned the Diamond Award for eleven consecutive years.

ATSI extends its congratulations to the staff of MedCom Professional Services, Inc. on their proven quality service to their customers.

About ATSI
The Association of TeleServices International was founded in 1942 as a national trade association representing live answering services. ATSI now encompasses companies across the United States offering specialized and enhanced operator based services including: call centers, contact centers, inbound telemarketing (order entry), paging, voice messaging, emergency dispatch, fax, and internet services among others.

Remaining Profitable in a Rapidly Changing Industry

Looking back on the answering service industry ten maybe even five years ago has shown considerable changes to the industry as a whole. The industry is constantly changing; resulting from newer and improved technologies. Within the timeframe mentioned above, MedCom succeeded within the industry by achieving some major accomplishments and top of the line upgrades. MedCom enabled voice messaging systems, SQL servers, web-based features and upgraded to Startel’s latest CMC Platform becoming the first answering service to operate a fully redundant and completely operational back-up CMC platform. MedCom earned significant awards and certifications achievements in the call center, such as the SNUG 24/7 Site Certification GOLD LEVEL and the ATSI Award of Excellence. One of the main goals at MedCom is to stay ahead of the competition, offering the latest features and providing excellent service.

The best way to remain profitable in any industry is to focus on your company’s core competencies. The core competencies are services or products that make your company excel in certain fields. Core competencies focus on adding value from services or products for the customer, making that service or product difficult for competitors to match or copy and they must be adaptable for a variety of markets.

Over the years, MedCom has experienced a steady growth by focusing on our core competencies. Under the leadership and guidance from management, our agents have been trained on how to best handle our clients’ calls within a one to two minute timeframe. While maintaining the industry’s highest standards, our agents interact with callers obtaining the necessary information requested by each of our clients. Having to handle calls from a variety of business environments, medical, commercial and professional, require our agents to remain attentive and focus on each caller’s needs. It is customary for our customers to expect and receive all necessary information in a timely fashion. You would actually be amazed at how much information our agents will get from callers in such a quick time span of one to two minutes per call. MedCom’s efforts to continually reduce the time needed to efficiently acquire callers’ information has become one of the most important and cost effective services given to our clients.

Resulting from MedCom’s quick and efficient call taking, our agents are available for the next caller. At MedCom, we focus on providing each caller with our agent’s undivided attention for the duration of their call with a minimal hold time. We strive to provide each clients’ customer a pleasant experience when they call. Long hold times and frequent interruptions reflect poorly on the quality of an answering service along with the reflection the client themselves. Therefore, we provide ample staffing to manage call volume and more importantly hold times. Each of the past three years, MedCom significantly lower the hold times for any callers placed on hold. In 2005, the average hold time for a caller was twenty seven seconds, in 2006 the average dropped to twenty five seconds and last year the average was down again to twenty four seconds. These hold times are well below the industry benchmark, which is service level difficult for competitors to replicate.

Additionally, MedCom is renowned for implementing the latest technologies available. Offering new features provide us ways to reduce customers’ costs, improve the quality and eliminate errors. Staying atop the technology curve, MedCom remains a step ahead of competitors. Some of the latest features include: accessing your messages via the internet, communicating with agents via 2-way text messaging and even enhanced customer data basing. Stemming from using the latest available features, minimal hold times, and efficient quality service, MedCom has earned and won the ATSI Award of Excellence ten consecutive years, including this year’s Top Score.

Finally, it is important to know that your company can’t be the best at everything. The best way to remain profitable is to focus on what you can do best and stand out in those areas. Focusing on core competencies lets you build competitive advantages that your customers will remember.

If you would like to hear more about MedCom, visit our website or use the new CALL ME button on the our blog’s homepage. The CALL ME button connects you directly to our office.