Each year, in conjunction with Customer Service Week ICMI selects two call center agents who embody the Spirit of Service. These agents are crucial and effective players in the life of your call center and the organization – as well as in the lives of your customers.
Criteria for Agent of the Year:
- Committed to quality service
- Product-knowledgeable
- Knows his or her customers
- Treats all customers (internal/external) with courtesy and respect
- Never argues with a customer
- Never leaves customers in limbo
- Handles all callbacks, emails with a sense of urgency
- Provides what he/she promises
- Assumes the customer is telling the truth
- Focuses on making customers and not sales
- Makes it easy to do business with the company
The Nominations are reviewed by a team of ICMI employees in a two-tier process to determine the winners and honorable mentions.
New Awards for 2011
This year, ICMI introduces two new Silver Award categories for the Spirit of Service that recognize agents' dedication to their colleagues' success and morale including The Lifesaver Award, and Mr./Ms. Bubbles.
2011 Spirit of Service Award Winners
 |
Agent of the Year Award
Loni Sawtelle, MassMutual Financial Group Loni Sawtelle is an amazing agent because she meets and exceeds all of the necessary criteria and then takes her service to a higher level.
Neil Altieri, Interim Manager, MassMutual Financial Group |
|
The "Lifesaver" Award
Julie Coombs, MassMutual Financial Group Julie is a fantastic resource to her peers on and off this line providing guidance and encouragement during their interactions with our customers.
Caitlin Fitzpatrick, Associate Director, MassMutual Financial Group |
 |
"Mr. Bubbles" Award
Evan Harris, Chubb Edwards Evan is constantly looking to brighten the environment we work in and engage his fellow teammates in improving processes and procedures to enhance the level of service we provide to our customers.
Rui Da Silva, Station Operations Manager, Chubb Edwards |
2011 Honorable Mentions
Mark Sousa, Progressive
Linda "Amani" Richardson, World Travel Holdings
Past Spirit of Service 'Agent of the Year' Award Winners
2010
Chantell Byrd, Davita Dialysis Inc.
Margarita Cortez, Nationwide Insurance
Roxana Hallock, Insight Vacations
2009
Jerri Sauter, CIGNA Healthcare Service Operations
Carole Gagliardo, U.S. Small Business Administration
David Nitcher, SEFCU
2008
Cheryle Epting, AAFES
Irma Mitchell, Inspiritec
Jon Harmony, Franklin Templeton Associates
Ronaldo Manga, TELUS
