Ninth-Annual MVP Quality Award Winners - February 2002

This is the ninth year Customer Inter@ction 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 with the growing sophistication of the quality measures that have been introduced to the call 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 Award 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.

All 2001 MVP Quality Award applicants were rigorously judged by a 15-point set of criteria and given a score from 0 to 5 for each point. Entrants described a specific teleservices 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. Applicants were also judged on the critical questions section of their application.

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.

It is also important for you to know that we learned through the winners' essays 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 you, our congratulations

The Faneuil Group

"The Faneuil Group is a comprehensive provider of contact center services and integrated direct marketing programs. Our proven solutions include superior customer service, profitable sales and customer acquisition programs, qualified lead generation, results-driven surveys and market intelligence. Faneuil believes the performance and quality assurance process is vital to achieving program objectives; the process for quality assurance must be clearly defined, understood and agreed upon prior to program implementation; and senior management must actively participate in quality improvement initiatives."