Canadian Call Management Association
CAM-X Award of Excellence
Every year, the members of CAM-X strive to earn their awards. These awards serve as a benchmark for excellence. The scoring criteria has been discussed thoroughly, reviewed annually, and is the definitive standard for quality telephone service. The criteria has become Best Practices in our industry.
Our Description of Excellence
Excellence requires a level of service that considers the caller first in every aspect of the call. Excellence makes a caller believe they are the most important person (or their problem is the most important consideration to your call agent / CSR).
How the agent handles every call, from beginning to end determines the success of your client relationship and the level of repeat business. No matter what is happening in your office on any given day, the caller should never believe your agent is too busy to give them the best service.
The Word Winner
When you choose to participate, you have already won.
When you demonstrate to your agents that you believe that they’re good enough to take home the Award… THEY WIN.
When you coach your agents in the skills that will help them to bring home the Award? YOUR CLIENTS WIN.
CAM-X Award Of Excellence
Program Overview
Your service quality CAN be measured! The CAM-X Award of Excellence Program is the tool you need to ensure the professional level of quality your clients demand. Over a six-month period, your company will be contacted by outsourced ‘mystery callers’ who conduct test calls based on client profile information that you provide. Independent judges listen to the call recordings and assess a score; the average of all scores becomes your company’s overall score. Participating companies achieving a score of 80 percent or higher will receive the CAM-X Award of Excellence, presented at the Annual Convention.
Award of Excellence
Option #1
10 Calls will be placed over a six-month period randomly selected from the 12 CPS forms submitted.
$615.00
Award of Excellence
Option #2
20 Calls will be placed over a six-month period randomly selected from the 12 CPS forms submitted.
$995.00
Award of Excellence
Plus Dispatch
3 of your calls will be evaluated for full dispatch procedures. 3 CPS forms out of your 12 will be completed using a different link.
$370.00
ENTRY REQUIREMENTS
When payment and registration documents are received, the CAM-X office will send you a link and codes to enter your client profile information. Please ensure that the person(s) responsible for administering the program in your organization understands the guidelines provided.
USE OF LOGO / PROMOTIONAL MATERIALS
Award recipients receive a logo indicating the year and level of achievement which can be used on company and promotional materials. Logos remain the property of CAM-X and must not be shared or altered.
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Successful participants may refer to their company as a recipient of the CAMX Award of Excellence for any advertising, marketing, and promotion within 12 months following the announcement by CAM-X.
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Successful participants with multiple offices must recognize the office that earned the award ONLY - The year(s) in which the participant was successful MUST be referenced.
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Non-members must cease from using any reference to the Awards program - If a non-member rejoins CAM-X, the program starts from the beginning.
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Top score recipients agree to allow CAM-X to use recorded calls for future training materials i.e., TOP TEN Calls audio files.
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Advertising must reflect the status of the program and must not contain misleading information.
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Any reference to earning the award must include the year(s) earned and, if desired, the number of total years the company has received the Award.
ETHICS & INTEGRITY
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Do not tell or show your staff which clients are involved in the program.
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Do not mark the client accounts in any way.
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Do not assign calls to specific staff members. These calls should be open to all agents who answer for similar customers on your service.