FOR IMMEDIATE RELEASE CONTACT: Melanie Dixon
Monday, July 24, 2017 (866) 896-2874
Outstanding Service Earns Award of Excellence for 13th Consecutive Year
Berkshire Communicators, Inc., LLC earns coveted ATSI Award of Excellence
Berkshire Communicators, Inc. of Pittsfield, MA has been honored with the exclusive ATSI 2017 Award of Excellence for the 13th consecutive year. This award is presented annually by the Association of TeleServices International (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. Berkshire Communicators, Inc. was presented with the award at ATSI’s 2017 Annual Convention held at Palmer House Hilton on Chicago, IL.
Independent judges are contracted by ATSI to evaluate message services over a six month period. The scoring criteria includes:
- Response Time
- Courteousness of Rep
- Accuracy of Call
- Knowledge of Account
- Overall Impression of Call
"The ATSI Award of Excellence Program recognizes that excellence requires a level of service that considers the caller first in every aspect of the call. The award is earned by a company by judging the handling of calls placed by mystery callers against specific, member-driven criteria." Says ATSI President Doug Robbins, "Companies that earn this award are continuously focusing on delivering first class service to their customers. It is truly an honor!"
The award started 21 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.
Now a thirteen-time winner Berkshire Communicators, Inc. earned the Diamond Plus Award. ATSI extends its congratulations to the staff of Berkshire Communicators, Inc. on their proven quality service to their customers.
The Association of TeleServices International was founded in 1942 as a national Trade Association representing live answering services. ATSI now encompasses companies across North America and the UK offering specialized and enhanced operator based services including: call centers, contact centers, inbound telemarketing (order entry), paging, voice messaging, emergency dispatch, fax, and internet services among others.
January 8, 2016
For Immediate Release
Berkshire Communicators Invests in Major Upgrade
(Pittsfield, MA) In today’s world of voice mail and automated telephone trees, one local company has brought high technology to a time-honored traditional service – live telephone answering. Berkshire Communicators, Inc. has completed a major upgrade of its hardware and software systems to improve the way its live operators handle calls for its business and institutional customers. The new Pinnacle Operating System, designed by Professional Teledata, is a state-of-the-art system developed exclusively for professional call centers. The new system allows the operators at Berkshire Communicators to more efficiently and accurately handle complex tasks for their clients, such order taking and call screening. The system also provides Berkshire Communicators with new ways to transmit messages to its clients such as text messaging and a mobile-friendly secure web portal.
“The heart of our business has always been the value of having a friendly, helpful and knowledgeable person answer calls for our customers whenever they can’t do it themselves. The new Pinnacle system just let’s us do it even better than ever,” said Julie Gore Mooney, president of Berkshire Communicators, Inc. “It helps us to be more efficient and profitable, but our customers will enjoy the features and benefits as well.”
A major benefit for Berkshire Communicators’ customers is the secure messaging system. This is very important for their health care customers because of the Health Insurance Portability and Accountability Act (HIPAA) Privacy Rules requiring that patients’ personal health information be kept private. Berkshire Communicators can now send secure text and email messages. In addition, Berkshire Communicators can now set up a secure web portal for each of its customers where they can retrieve messages, change instructions for operators and manage their settings. The web portals are accessible through desktops, laptops, tablets and smart phones. “This is an essential tool for health care providers, but also should be of interest to any company or organization that deals with proprietary and confidential information,” said Mooney.
The upgrades at Berkshire Communicators also include new computer hardware for each of its operator stations, new fiber optic telephone lines, as well as a new alarm monitoring and response system. Berkshire Communicators Central Alarm Monitoring Station handles alarms for nearly 2,000 locations nationwide.
Berkshire Communicators was formed in 1973 when the Gore family of Lee, MA purchased the Medical Service Bureau, a Pittsfield, MA telephone answering service founded in 1938. In 2010, the company grew substantially through the acquisition of Hudson Valley Message Bureau in Poughkeepsie, NY. The Gore family also owns and operates Lee Audio ‘N Security, a full service UL listed alarm company. Today Berkshire Communicators handles more than 6,000 calls and alarms each day for its customers across the United States and Canada.
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For more information, contact Julie Gore Mooney, 800-369-3905