Portland, ME, USA July, 2017 -- Bilingual contact center, ListenTrust, was awarded two Gold medals at the Best Practices Conference & Awards for Top Ranking Performers hosted by Contact Center World, the global association for Contact Center and Customer Engagement Best Practices.
ListenTrust was recognized as Best Contact Center, and sales agent Guadalupe Felix was recognized as Best Contact Center Sales Professional. The company and agent were chosen as finalists in March 2017 and prepared presentations about their best practices, which were presented during the conference that took place June 20-23, 2017.
The submission process for Best Contact Center considered the ways ListenTrust operates internally to train and motivate employees, maintains consistency with company practices and culture, manages calls and agents, and evaluates the success of employees and client campaigns.
For the Best Contact Center Sales Professional award, sales agent Guadalupe Felix submitted the unique strategies and tactics she uses when taking inbound calls. Over the past year, Felix increased her sales metrics over 44%, showing how she uses every call as a chance to convert a sale. Her current rate of conversion is nearly 60%.
"The past year has been an eventful journey which we conquered successfully and profitably," said Randall Anderson, Chief Operations Officer at ListenTrust. "We are so grateful to have been recognized by our industry peers, and we are very excited that our passionate and dedicated employee, Guadalupe Felix, was recognized for, and able to share her tips of the trade. We hope to inspire other members of this industry by sharing best practices that have helped us maintain success throughout our 11 years in business."
ListenTrust previously won four separate medals at the 2015 Best Practices Conference. The company won Gold for Best Community Spirit; employee Andres Martinez won Bronze for Best Contact Center Executive/Director; employee Sergio Cordova won Silver for Best Contact Center Operational Manager; and Abraham Galaviz won Gold for Best Contact Center Sales Professional.
As 2017 Gold medal winners, ListenTrust and Guadalupe Felix are also eligible to compete for a second time against the various Gold medal winners from the other regions where the conference takes place, including Asia Pacific and Europe, Middle East & Africa.
ContactCenterWorld.com, established in 1999, is the Global Association for Contact Center and Customer Engagement Best Practices. The association has a truly global footprint (members in over 200 countries) and supports 186,000 personal members from enterprises of all sizes with ideas, information and opportunities including best practice awards, conferences and certification programs.
The 2017 Top Ranking Performers Awards saw a total of 14 different nations from across the EMEA region participate in the awards. Contact Centre World is the World's largest Contact Centre Association with over 185 000 members in 200 countries. Established in the UK in 1999, ContactCenterWorld.com helps professionals and companies through training, education, best practice conferences, awards and engagement measurement tools for customers and staff. ContactCenterWorld.com will be hosting its global best practice conference and awards in October. This event will take place in London and will see at least 25 nations worldwide participate for global honours.
Posted by Veronica Silva Cusi, news correspondent
Date Posted: Wednesday, July 26, 2017
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