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Superior Agent Service Award
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Recognizing Superior Agents Throughout Our Industry

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NAEO Superior Agent Service Award

Established in 2018, the NAEO Superior Agent Service Award program is a ‘mystery caller’ program that offers NAEO members the opportunity to have their call center agents evaluated by an independent panel of judges. The mystery callers will conduct a test call based on the client profile information members provide when registering to participate in the program. The information in the client profile allows the test callers to use a local street address and telephone exchanges to make believable calls.

The mystery callers:

  • will not lead the agent making a call too easy 
  • will not be deliberately difficult as a caller 
  • goal is to sound like a typical caller 

At the completion of the program, two independent judges will listen to the call recordings and assess a score based on a pre-determined point scoring process.

Our Definition of Superior Agent Service

Superior Agent Service requires a level of service that considers the caller first in every aspect of the call. Superior Agent Service makes a caller believe they are the most important person (or their problem is the most important consideration to your call agent). 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.

Benefits of Participation

  • This program offers you an opportunity to talk about your success to potential clients and give them the assurance that you are being tested and benchmarked against call centers across the world
  • Accreditation by impartial judges 
  • Supports team efforts and fortifies in house training 
  • Analyze strengths and weaknesses: All participants receive a recording of their calls for staff evaluation
  • 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

Winners Will Receive

There are 3 Award Categories for all of the mystery calls received:

  • Company Recognition Award of Superior Agents – This is awarded for achieving 80% or higher on mystery calls made into their center. Winners of this award will receive:
    • A lovely Award to display to clients and staff
    • A media-ready press release
    • An award logo for use in marketing.
  • NAEO Emerging Leaders Award – This is given to the 10 top agent calls of the awarded companies.
  • NAEO Agent Award of Distinction – This is given to the #1 call overall for the year. That agent will receive the choice of the following:
    • All costs to attend an NAEO Workshop or Conference, which includes the following:
      • Registration to an NAEO Conference or Workshop
      • Airfare up to $400.00 to a Conference or Workshop
      • Hotel Room for up to 3 nights
      • Company Plaque receives a distinction emblem signifying their agent’s achievement
    • Or...
      • $500.00 check
      • Company Plaque receives a distinction emblem signifying their agent’s achievement

Must be used within 13 months of receiving the award.

When and How Long Does The Program Run?

Test calls are placed over a 6-month period running from July through January.

Thank You, Preferred Vendors