Customer Interaction Solutions magazine, owned by Technology
Marketing Corporation, first introduced the winners of
its MVP (Marketing Via Phone) Quality Awards in
1993. In the ensuing years the editors have seen the growing
sophistication of the quality measures that have been introduced to
the contact center by the leading-edge companies that apply for the
award. New technologies have been adopted and the standards for a
quality interaction have been refined and improved.
On a 16-point essay, award entrants describe a specific
teleservices program and its results, and explained their overall
policies and procedures, including human resources, technologies,
customer services, ergonomics and public image that are used to
establish, sustain and measure the program's quality. Each of the
winners has demonstrated, through its MVP Quality Awards
application, a true commitment to high ethical standards, stringent
policies and challenging goals.
Stream has submitted and won an MVP Quality Award
for nine consecutive years.
The most recent award was for a submission in the
integrated inbound/outbound business-to-consumer services category.
The entry 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-incented goals, random monitoring, objective
evaluation and one-on-one coaching to consistently surpass client