Customer Inter@ction Solutions has presented eTelecare Global Solutions with the company’s fourth consecutive award in the Inbound Business-To-Consumer Services category during the magazine’s 12th Annual Marketing Via Phone (MVP) Quality Awards.
The awards are presented to companies that show high ethical standards, stringent quality policies and challenging goals. To win, a company’s quality process must include human resources, technology, and promoting a positive public image of teleservices.
"Our unique continuous improvement system and institutionalized operational excellence create outstanding results in our inbound sales programs," said eTelecare Global Solutions vice president and general manager Benedict C. Hernandez. "Winning four MVP Quality awards in a row shows that our investments in people and processes deliver superior economic returns for our clients and their customers.
"At eTelecare, we believe in the holistic and balanced development of people, not only in skills and technical competencies, but also in character development and physical well-being," Mr. Hernandez added. eTelecare has recently been awarded among the Top 10 off-shore companies in "Human Capital Development" by Neo IT, a leading offshore analyst group.
The entry submitted by eTelecare Global Solutions focused on the company’s proprietary continuous improvement quality monitoring processes and the staff’s commitment to customer satisfaction. The four-step Performance Management System uses bonus-incentive goals, random monitoring, objective evaluation, and one-on-one coaching to consistently drive surpassing client quality objectives. The MVP Quality Award is thenineteenth industry award eTelecare has received in the last four years.
