October 2013

ABS Presents at Serena xChange Conference, Wins Innovation Awards

Not only did ABS recently attend and present at the Serena xChange conference in Miami, FL, we were also awarded a 2013 Serena Innovation Award (aka the “Dougies”) for Innovation in Process Design. The award was based on how ABS leverages the Serena Service Manager platform to deliver valuable ITSM services to our clients. We were delighted to be recognized by Serena for our commitment to providing industry-leading solutions based on their award-winning platform.

ABS Employee Appreciation Event

ABS held its semi-annual employee appreciation event this past week at Goebbert’s Farm in South Barrington, Illinois. In addition to food, activities, a raffle, and company updates, individual employees were recognized both for their outstanding performance and long tenure with the company.

Customer Service Awards

Congratulations to Robin Windmiller, who was the winner of last quarter’s outstanding customer service and call quality award! Robin and her team lead, Gaby Toro, each took home a $1,000 prize that incentivized the competition which also benefitted all the end users who spoke with our agents. Says ABS President and CFO Bob Koch, “Our criteria were overall quality of service and the ability to make a great first impression as well as Personality, Energy, and Professional presence (PEP), not to mention the technical acumen to assist the caller with their issue. Additional key factors included an energetic and friendly tone of voice, empathy, words pronounced clearly, appropriate small talk to eliminate prolonged silence, permission to put the caller on hold, and confidence in the agent’s work as they are important aspects of a great experience for the caller.”

In addition to the call quality contest, ABS also gave out cash awards to the employees with the highest percentage of positive customer satisfaction surveys. Since numerous agents regularly maintain a perfect 100% satisfaction rate, tiebreakers were distinguished by the sheer number of completed surveys received per agent and categories were split between core and non-core hours. So in effect, ABS was able to reward customer service quality and call volume quantity simultaneously. Winners of the customer satisfaction award were agents Vetalik Lord (1st prize core hours), Joseph Skoufes (1st prize non-core hours), Meagan Lamon (2nd prize core hours), and Jonathan Aube (2nd prize non-core hours).

ABS also recognized a dozen 5 and 10-year tenured employees with awards and plaques commemorating the milestone in addition to their long-term dedication to the organization.

ABS Welcomes Newest Healthcare Client

ABS is pleased to welcome one of its newest Service Desk Outsourcing clients, a Pennsylvania-based healthcare company that specializes in discovering new technologies and therapies to help treat specific forms of cancer. Due to its aggressive growth plans, the firm required its systems and support to be scalable and flexible enough to seamlessly handle the new demand, which was a perfect fit for ABS. Under our new 3 year agreement, ABS will provide Level 1 service desk, dedicated remote Level 2 support with ongoing management of the firm’s desktop environment including desktop imaging services, patch and antivirus management, and software deployments for its employees in both the United States and the UK.