The MASCO Services Call Center is the proud recipient of the 2019 ATSI Award of Excellence.
MASCO's outstanding team has received the award in years past, however, this year is especially poignant after the collective hard work, dedication and efforts of the entire call center team of representatives, supervisors, telecommunications and information technology personnel that undertook the difficult work of the AMTELCO system conversion. The center stayed open and maintained standards while managing the intricate conversion implementation.
Congratulations to everyone in the call center, under the direction of Director Gary Dupont, and to MASCO’s IT department, under the direction of Chuck Badeau. We sincerely thank the employees of BIDMC and Dana Farber, who worked closely with us as we replaced the system and changed underlying technologies.
The Award of Excellence program is an international quality control assessment of telemessaging call centers that measures over 400 data points for each participant. Call centers are scored on overall customer service, response time, accuracy and tone, among other criteria.
The Association of TeleServices International is an international trade association established in 1942. ATSI members provide a wide variety of services to businesses, governmental agencies, local emergency respondents and the general public. Members operate in and are concerned with their local communities, while providing national and international connections and services. Entrepreneurial in their approach to issues, ATSI members offer innovative solutions to business problems and essential response services in disaster situations.