Every year, the members of CAM-X strive to earn their awards. These awards serve as a benchmark for excellence. The scoring criteria has been discussed thoroughly, reviewed annually, and is the definitive standard for quality telephone service. The criteria has become Best Practices in our industry.
AWARD OF EXCELLENCE
CALL CENTRE AWARD OF DISTINCTION
Call Centre Award of Distinction
CAM-X is launching an updated Call Centre Award of Distinction with updated scoring criteria. The committee recognized that a new program was necessary to meet the complex call types many of you are working with in your specialized accounts.
The "Best Practice Basics" remain the cornerstone of the scoring criteria. The improvements have been established to meet the needs of your specialized accounts, allowing you to customize the form based on your clients' specific needs.
Each campaign or account type will provide a pick list for the participants to choose from regarding the specific information that the agent needs to gather for each type of call.
You can view the updated criteria on the form link below.
Call Centre Award of Excellence
Award of Excellence Program – Since 1989
The quality of your Call Centre and TAS customer service has always been difficult to measure. You have trained your front-line agents to be courteous, efficient and knowledgeable, but you can’t always be there to ensure they’re following through. The Award of Excellence Program provides you with the tool you need to assure the professional level of quality your clients demand.
The Award of Excellence program is a ‘mystery caller’ program that offers CAM-X members the opportunity to have their call centre agents evaluated by an independent panel of judges, over a 6-month period. The mystery callers will conduct a test call based on the client profile information members provide when registering to participate in the program.
At the completion of the program, two independent judges will listen to the call recordings and assess a score based on a pre-determined point scoring process. Only companies who achieve an overall score of 80 percent or higher will receive the Award of Excellence, presented at the CAM-X Annual Convention & Trade Show.
Test callers will use client profiles with local street address and telephone exchanges to make believable calls:
They will not lead the agent making a call too easy
They will not be deliberately difficult as a caller
Their goal is to sound like a typical caller
Our Description of Excellence
Excellence requires a level of service that considers the caller first in every aspect of the call. Excellence makes a caller believe they are the most important person (or their problem is the most important consideration to your call agent / CSR). How the agent handles every call, from beginning to end determines the success of your client relationship and the level of repeat business. No matter what is happening in your office on any given day, the caller should never believe your agent is too busy to give them the best service.
The Word WINNER
When you choose to participate, you have already won
When you demonstrate to your agents that you believe that they’re good enough to take home the Award… THEY WIN
When you coach your agents in the skills that will help them to bring home the Award?YOUR CLIENTS WIN
Call Centre Award of Distinction – Since 2001
The Canadian Call Management Association (CAM-X) Call Centre Award of Distinction program focuses on customer relationship management (CRM), courtesy, etiquette, and professional call handling.
Who Should Participate?
In house or outsourced call centres who provide:
Escalated Emergency Response
Test Calls are Placed Over a 6 Month Period
Calls are judged by two independent judges using a pre-determined point scoring criteria.
Benefits of Participation
This program offers you an opportunity to talk about your success to potential clients and give them the assurance that you are being tested and benchmarked against call centres across Canada
Accreditation by impartial judges
Supports team efforts and fortifies in house training
Analyze strengths and weaknesses: All participants receive a recording of their calls for staff evaluation
Winners Will Receive
A handsome Award to display to clients and staff
A media ready press release and award logo for use in marketing
Professional photograph while accepting the Award at the Annual Convention and Trade Show
AOE PLUS Dispatch
The Award of Excellence (AOE) program set the customer service standards for inbound calls and the interaction between your client's callers and your agents receiving calls.
The AOE Plus Dispatch program has been established to benchmark and create standards for the interaction between your clients and your dispatch agents. It tests the back end of the call: Your staff's interaction with your client's staff / on call personnel.
This program is an opportunity to show your clients that you hold high standards in Quality Assurance in executing the process of information delivery.