Auburn-based AnswerUSA Group received four Awards of Excellence for Outstanding Service at the Association of TeleServices International 2017 Annual Convention in Chicago, the company announced recently.
Four AnswerUSA Group offices — Answer Finger Lakes (Auburn), Answer Syracuse, Answer Watertown and Answer Bay Area (Tampa, Florida) — ranked in the top 10, with Answer Finger Lakes receiving the highest score. The Auburn team, led by customer service manager Karen Goodman, has achieved a top five ranking for eight straight years.
“Our success comes from adherence to customer service protocols that are internally evaluated year round. Our Customer Service Managers, Supervisors and Customer Service Representatives (CSR) evaluate five of the CSR’s calls each week, and together review each call to positively reinforce good behavior and to coach on areas for improvement. It’s our requirement for continued employment that the minimum acceptable score is 90 percent. Our staff is generally maintaining a score average in excess of 96 percent. We take this seriously,” said Gardner McLean, president of parent company Finger Lakes Business Services Inc., in a press release.
