Connections Call Center was established in 1990 to service Squamish B.C.’s, telephone answering service needs. The strong service ethics of the owner Lillian Lyle and co-director Trish Brown brought immediate growth to the company. Understanding that technology would play a huge part in the success of Connections Call Center, Lil sought out a system that would assist and aid in Connections’ long-term growth. With the installation of Startel’s paperless messaging system in 1996, upgrades in 2005 to the Call Management Center (CMC) and another in 2010, Connections Call Center now services a global market, answering for clients wherever they are. We ask you “How can we help to make your business life easier?” And we mean it!!
Connections Call Center joined CAM-X, The Canadian Call Management Association, in 1995. Lil served on the Board of Directors from 1999-2008. She served as the President in 2004. Lil credits CAM-X with her success in training their agents to achieve their best. Connections Call Center won the 2010 CAM-X Award of Excellence for thirteen consecutive years, scoring in the top five, seven out of the thirteen years. Also in 2003 Connections Call Center entered into the Call Center Award of Distinction Program in an effort to benchmark the call centre across the country. It was with great honour that Lil accepted the award in Halifax, Nova Scotia in 2003 with the Top Score across Canada. They have been motivated to win the Award of Distinction every single year that they have participated and have brought home the Top Score more than once! In 2008 after making a decision to have year around test calling, Connections participated in the ATSI (American Teleservices Association) programs and although they won every year, they were absolutely thrilled to bring home the Top Score in 2011.
Connections Call Center follows a continuous rigid training schedule and utilizes the criteria for the awards programs as the basis of the training. This program permits us to excel in answering techniques and to offer clients a high degree of professionalism. The diversity of Connections Call Center's clients and their individual needs keep our staff on their toes and ready for anything and everything to happen.
One of the many goals Lil and Trish have pursued and continue to pursue is to become a fully certified call center. Currently all of Connections Call Center staff are certified with the exception of 2 new hires that will be able to write the exams within a short time frame. Call center certification involves many different levels of accreditation, from call center answer time to disaster recovery and we are pleased that we also re-qualified for 24/7 Site Certification in February of 2011.
Watch for more achievements from this call center as they are sure to happen!