The MASCO Services Inc. (MSI) Call Center recently won the 2024 Association of TeleServices International (ATSI) Award of Excellence, recognizing MSI’s commitment to call excellence and quality standards. The award was presented by the ATSI, the industry’s Trade Association for providers of telecommunications and call center services including telephone answering and message delivery across North America and the UK. 

“Our commitment to ongoing quality service is the defining element of the work we do at MASCO Services Inc.,” said Gary Dupont, Director of Telecommunications and Call Center Operations. “Ensuring a positive customer experience remains our top priority, and our 24th award from ATSI is a testament to this commitment.”

Independent judges were contracted by ATSI to evaluate message services over a six-month period.  The scoring criteria includes: 

• Response Time
• Courteousness of Representatives
• Accuracy of Call
• Knowledge of Account
• Overall Impression and tone of Call

“For 28 years, ATSI has had the pleasure to bring our association the ATSI Award of Excellence (AOE). This program provides our members and their employees with a valuable opportunity to assess how well they are serving their customers. It helps them recognize their strengths and identify areas in need of improvement, ensuring success for both their service and their business partners. With all calls graded by a neutral third party, members receive an unbiased evaluation of service quality. Companies that earn this award are consistently focused on delivering excellence in customer call handling. Many of our members have participated in this program for decades and take great pride in winning the award each year,” says ATSI President, Brianna Burke.

The award started 28 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.

About MASCO Services Inc.

The MASCO Services Call Center, a wholly owned subsidiary of Longwood Collective, Inc., keeps hospitals, colleges, physicians and businesses connected to callers 24 hours a day, 7 days a week. The MASCO Services Call Center combines the latest technology with professional personalized services, bilingual capabilities, customized plans and unmatched commitment to quality customer service.