Tenth-annual MVP Quality Award winners. (Outsourcing).

With the Customer Inter@ction Solutions[R] 2002 MVP (Marketing Via Phone) Quality Awards, we celebrate a decade of the continual refinement of the methods, the technologies and the human quest for smarter, more efficient business services and communications that now come to define the contact center. These contact centers exist to get the job done while respecting the wishes and serving the needs of both the business world and the consumer world, providing both the technical and the human sides of CRM.

This year's Quality Award winners exemplify the search for excellence. Through extensive essays, they have demonstrated to the editors of Customer Inter@ction Solutions[R] their ability to build a feeling of community within their companies, while providing the best they can give to their clients. They have accomplished this through analytical thinking about business tools and processes and the building of partnerships, not only within the company but also with clients and the communities they serve. The ceaseless efforts of many thousands of individuals are represented by the winning companies, showing a true commitment to high ethical standards, stringent policies and challenging goals in pursuit of a stronger economic future for all.

The following brief extracts from the extensive award-winning applications are included to provide readers with a glimpse of what the companies provided as their standards for quality. We invite you to examine each company more closely if you are looking for a guide or partner for better releservices and CRM.

All 2002 MVP Quality Award applicants were rigorously judged on 15 areas. Each area was given a score from 0 to 5. Entrants described a specific releservices program and its results, and explained its overall policies and procedures, including human resources, technologies, customer services, ergonomics and public image that are used to establish, sustain and measure the program's quality.

Judging the applicants was an arduous task, and scores were not given lightly. Judges were required to not only assign a numerical value to each evaluation point, but also cite a reason and evidence from the application for the score.

To all of the winners, we extend our congratulations.

Gold Award Winners

Access Direct (www.accdir.com)

"We will never compromise quality to inflate SPH statistics. We are committed to our clients to never grow beyond our capabilities to offer consistently high-quality service, while for employees, we are committed to invest in all employees equally." Access Direct's application was for an outbound b-to-c program.

APAC Customer Services, Inc.

(www.apaccustomerservices.com)

"At the heart of all of APAC's quality programs is a cultural commitment to continuous improvement at all levels of the organization. APAC uses metric-driven processes and tools to optimize customer contacts one interaction at a time, coaching for results to provide quantitative performance measurement." APAC's application was for an integrated inbound/outbound b-to-c program.

Colwell & Salmon Communications, Inc.

(www.colwell-salmon.com)

"We are committed to providing each and every client with the utmost in quality and responsiveness through a quality assurance process that continually monitors representative output and assures that program standards are realized on a consistent basis." Colwell & Salmon's application was for an integrated telephony/Web-enabled b-to-b program.

Convergys Corporation

(www.convergys.com)

"Convergys is committed to delivering effective, high-quality customer contacts in support of our clients' business objectives. Our call quality model provides agents with the information they need to improve their skill levels and provide the best possible interaction." Convergys' application was for an integrated inbound/outbound/Web-enabled b-to-b and b-to-c program.

Edcor

(www.edcor.com)

"Edcor is committed to a quality system that supports continuous improvement initiatives and business growth opportunities through the measurement of customer satisfaction and performance, employee development and empowerment, and best practices and technologies." Edcor's application was for an inbound b-to-c program.

eTelecare International

(www.etelecare.com)

"We believe we can provide the best value to our customers by integrating the best people, the best practices and the best technologies. We have developed a performance-based culture that includes individual, team and program goals, clear quality measures and specific performance targets." eTelecare's application was for an inbound b-to-b program.

Help Desk NOW

(www.helpdesknow.com)

"We develop and nurture a company culture that promotes continuous quality improvement through the documentation, monitoring and improvement of internal and external processes, strive to be proactive rather than reactive and ensure ongoing employee education and training." Help Desk NOW's application was for an inbound b-to-c program.

InfoCision Management Corporation

(www.infocision.com)

"InfoCision uses a combination of high-quality calls and cutting-edge technology to consistently deliver the highest possible return on investment for our clients. Our proprietary [Q.sup.3] quality assurance system was developed to identify the skills necessary to complete a quality call and create a form that measured them." InfoCision's application was for in integrated inbound/outbound b-to-c program.

Protocall Communications (a Call_Solutions Company)

(www.callsolutions.com)

"Our philosophy is simple: selling is customer service and the only good sale is a quality sale. Every program is broken apart in a continuous search for enhanced quality, using advanced technology and skilled personnel to achieve total client satisfaction." Protocall's application was for an outbound b-to-c program.

Ron Weber & Associates, Inc.

(www.telethinking.com)

"We utilize quality management to continuously improve, increasing our value to our customers. Our TeleThinking program builds strategies that combine people and technologies to utilize information to optimize the results of marketing, sales and service programs." Ron Weber's application was for an integrated telephony/Web-enabled b-to-c program.

Spectrum Contact Services (SCS)

(www.spectrumcontactservices.com)

"SCS, which performs technical support and customer service on behalf of companies in the high-tech industry, is dedicated to grow to be the most admired company in the industry, to strive to be the place people want to work and to deliver an exceptional customer service experience at every contact." SCS's application was for an inbound b-to-c program.

SR. Teleperformance

(www.teleperformance.com)

"We firmly believe the key to providing a quality service lies with detailed investigation and understanding the needs of our clients and those of our customers. By defining those needs into measurable components, we are better able to adapt our services and identify critical success factors." Teleperformance's application (from its Americall Group) was for an integrated inbound/outbound b-to-c program.

TeleSpectrum

(www.telespectrum.com)

"We will meet or exceed our clients' expectations by adhering to our Absolutes of Quality and committing to continuous improvement. Our Absolutes of Quality are conformance to requirements, prevention not appraisal, zero defects and understanding the price of non-conformance." TeleSpectrum's application was for an integrated telephony/Web-enabled b-to-c program.

The Telvista Company

(www.telvista.com)

"Telvista's dedication to quality is manifested through our investment in skilled staff, state-of-the-art technology and an ongoing commitment to continuous improvement through the use of best practices, regular audits and industry-leading quality measurement tools." Telvista's application was for an inbound b-to-b program.

Unicall International, Inc.

(www.unicallinc.com)

"Quality has two important aspects: quality of fact and quality of perception. Unicall's definition of quality is derived from our customers' perspective: producing a quality product on time that integrates proven successful methods and conforms to the exact requirements of each client." Unicall's application was for an integrated telephony/Web-enabled program.

Silver Award Winners

Advanced Data-Comm, Inc.

(www.advanced-data.com)

"Our success will be achieved through a balance of value-based partnerships that are in the best interest of our clients, our employees, our community and the company. In creating and maintaining these value-based partnerships, we are ensuring quality interactions and win-win situations with every client." Advanced DataComm's application was for an inbound integrated telephony/Web-enabled b-to-c program.

The AfterMarket Company

(www.theaftermarketcompany.com)

"The AfterMarket Company believes call center quality requires the latest technology, accountability and does not come about simply from good intentions. It comes at a cost. We allow our clients to hear any call on demand, which demonstrates our ultimate commitment to quality." The AfterMarket Company's application was for an inbound b-to-c program.

Cross Country Automotive Services.

(www.crosscountry-auto.com)

"In order to deliver the world-class customer service on which Cross Country's reputation was built and in order to support our valued associates who provide this service, Cross Country is committed to providing associates with the skills they need in order to succeed." Cross Country's application was for an inbound b-to-c program.

CyberRep, Inc.

(www.cyberrep.com)

"The key drivers of our success and the high satisfaction levels of our clients include: a passion for measuring the business; an executive team that is intimately engaged in the business; an accountable, decentralized structure; and a passion for providing superior results." CyberRep's application was for an integrated inbound/outbound b-to-c program.

ePerformax Centers Corp.

(www.eperformax.com)

"ePerformax understands that it's not how many calls we handle or e-mails we respond to, but rather how many of those customer interactions result in delighted customers who are willing to buy from our clients both now and in the future." ePerformax's application was for an inbound b-to-c program.

GC Services Limited Partnership

(www.gcserv.com)

"We have created our Quality First philosophy based on seven elements: quality, understanding, attitude, leadership, initiative, teamwork and you. Every GC Services employee is expected to reach and maintain the highest standards for each of these elements." GC Services application was for an inbound b-to-c program.

Hancock Information Group, Inc.

(www.hancockinfo.com)

"Hancock strives to build win-win client relationships by providing high-quality appointment setting, business opportunity qualification and database services. We take a consultative approach with our clients by learning about their products and services, and developing targeted solutions. Hancock's application was for an outbound b-to-b program.

MSA Solutions, Inc.

(www.msasolutions.com)

"We recognize that the delivery of quality involves all aspects of the business: people, processes and technology platforms. The primary objective of our Quality Assurance program is the development of our employees, focusing on the incremental skill development of each agent." MSA's application was for an integrated telephony/Web-enabled b-to-b/b-to-c program.

OSC Teleservices

(www.oscteleservices.com)

"OSC is committed to being the value leader in providing innovative, high-quality products and people that meet the specific and sometimes challenging needs of our customers while ensuring mutual financial success. Specific quality standards are developed for clients' specific needs." OSC'S application was for an inbound b-to-c program.

Spherion Corporation

(www.spherion.com)

For Spherion, "quality is a journey that never ends. Our fundamental approach is that if we expect the production of a quality product, we must provide our people quality tools, create and maintain a positive work environment and provide constructive, realtime feedback." Spherion's application was for an integrated telephony/Web-enabled b-to-c program.

Bronze Award Winners

CCC Interactive

(www.cccinteractive.com)

"'Quality people, excellent service' is our slogan that represents our focus on quality. At CCC Interactive we strive to exceed our clients' expectations by promoting quality on every call through trust, teamwork, professionalism and pride in everything we do." CCC Interactive's application was for an inbound b-to-c program.

The Connection

(www.the-connection.corn)

"The philosophy of our Quality Assurance department is to exceed our clients' expectations in customer service, soft skills and program knowledge so that the highest level of customer satisfaction is accomplished." The Connection's application was for an inbound b-to-c program.

FutureCall LLC 

(www.futurecallinc.com)

"FutureCall believes that quality, supervision and talented people comprise a three-legged stool. We demonstrate our unwavering commitment to quality in several initiatives including daily monitoring, recording and verification of all sales and immediate coach verification." FutureCall's application was for an inbound b-to-c program.

LiveBridge, Inc.

(www.livebridge.com)

"LiveBridge's quality assurance philosophy is that quality is never the an accident; it is always the result of high intention, sincere effort, intelligent direction and skillful execution; it represents the wise choice of many alternatives." LiveBridge's application was for an integrated telephony/Web-enabled b-to-b and b-to-c program.

The Product Line, LIC 

(www.tpli.com)

"Our approach to business stands behind three characters: CQ1, which stands for Customer Quality First. This approach to thinking like the customer enables our teams to work better, smarter and harder for the customer." The Product Line's application was for an inbound b-to-c program.

Schwan's Call Center

(www.schwansinc.com)

Schwan's Call Center is the in-house call center of The Schwan Food Company, which "was founded in 1952 on the vision of providing convenience, quality and service to busy people. The motto of our call center is 'connecting your business with quality."' Schwan's application was for an inbound b-to-b and b-to-c program.

StarTek, Inc.

(www.startek.com)

"Quality is a key component of customer focus, a core strength of StarTek. Quality is a strategic part of our key business objectives, which include becoming a best-in-class provider of services in the platforms in which we compete." StarTek's application was for an inbound b-to-c program.

Vision-X, Inc.

(www.vxiusa.com)

"Quality is at the core of the services we provide to clients and is as important as and integral to high metrics in other areas such as sales and support. Our emphasis on call quality is part of our larger emphasis on integrity in every part of doing business." Vision-X's application was for an inbound b-to-c program.

Washington Mutual Bank

(www.wamu.com)

"Washington Mutual strives to provide great value with friendly service, deliver consistently accurate and friendly service during every customer interaction, monitor agent delivery of customer service and emphasize the importance of compliance and service in all aspects of the organization." Washington Mutual's application was for an in-house integrated telephony/ Web-enabled b-to-b program.