ATSI - Award of Excellence 2016, 2015, 2014, 2013, 2012, 2011, 2010, 2009, 2008, 2007, 2006, 2005, 2004, 2003, 2000:
Focus earned the ATSI "Diamond" Award of Excellence in recognition of TEN consecutive years of telephone answering excellence. It measures over 400 data points for each participating company including accuracy, response time, courtesy and overall service. The Association of TeleServices International (ATSI) represents over 800 of the most sophisticated Call Centers in the world. They represent over 350,000 clients in the U.S. and its members generate revenue in excess of one billion dollars.
ATSI - Call Center Award of Distinction 2016, 2015, 2014, 2013, 2012, 2011, 2010 ,2009, (Top Ten) 2008, 2007(Highest score), 2006:
Focus earned the ATSI "Emerald" Call Center Award of Distinction in recognition of SEVEN consecutive years of Call Center excellence. The program focuses on and evaluates customer relationship management (CRM), courtesy, etiquette, and proper call techniques of teleservice call center agents. The program assists outsourcing call centers in assessing, controlling, and improving the quality of service provided to their call center clients. Through this third-party evaluation, recipients of the Call Center Award of Distinction are independently verified as leaders in the call center industry.
Focus was selected as recipient of The Gazette of Politics and Business Third Annual Exceptional 53 Business Award. The Gazette of P&B acknowledges the top 53 businesses and organizations in Maryland based on criteria that included the recipient company’s annual revenue and employee growth as well as noteworthy product or service innovations, community service efforts, how they have steered their way through the economic downturn, and how the companies portrayed themselves as good places to work.
"We make a point to participate in programs where mystery shoppers judge our agents.
It is important to see ourselves as others see us."
CAM-X Award of Excellence 2016, 2015, 2014, 2013, 2012, 2011, 2010, 2009 (Top Ten), 2008 (Top Ten), 2007, 2006, 2005:
Each year, CAM-X (The Canadian Call Management Association) recognizes call centers that have achieved and maintained distinction and excellence. This achievement puts them among the top call centers worldwide. The CAM-X Award of Excellence program is a "mystery caller" program that offers telemessaging call centers the opportunity to have their agents evaluated by an independent panel of judges over a six-month period. Only companies achieving an overall score of 80 percent or higher can receive the Award of Excellence.
CAM-X Award of Distinction 2016, 2015, 2013, 2012, 2011, 2010, 2009, 2008, 2007, 2006, 2005:
The Award of Distinction was conceived to celebrate excellence, in Customer Service for those Call Centers responding to the more complex requirements of e-commerce and consumer response. The CAM-X Call Centre Award addresses customer relationship management (CRM), courtesy, etiquette, and professional call handling in call centers. This program is appropriate for both in-house and outsourced call centers that provide order entry, fulfillment, registration, surveys, Web applications, escalated emergency response, reservations, and help desk services.
Best of Sykesville 2012
Focus was awarded Best of Sykesville Telephone Answering Service for 2012. The Sykesville Award Program was established to recognize the best of local businesses in our community and is an annual awards program honoring the achievements and accomplishments of local businesses throughout the Sykesville area. Their mission is to recognize the small business community’s contributions to the U.S. economy.
ATSI 24/7 GOLD Site Certification :
The 24/7 Site Certification Program sets forth nearly sixty criteria which must be met or exceeded. They represent a collection of the best practices and guidelines to which every certified company must adhere. Part of the challenge of participating in this peer review and inspection program is in the preparations and groundwork that need to be completed in order to qualify. Focus has demonstrated to the satisfaction of the Certification Committee a high level of proficiency in recovery techniques, good business practices, documentation of procedures, and levels of redundancy necessary for 24/7 preparedness. Focus was the sixteenth Answering Service in the World to receive this certification and has maintained this certification since 2005.
ATSI Supervisor Certification:
Focus' supervisors are selected to participate in the Supervisor Certification program because they have the potential to lead, coach, and support their telereceptionist staff. As part of the examination they are given problems and case studies to work through. They also answer questions in essay form about system operations and procedures. It is as much a test of character as a test of knowledge. All eligible Focus Supervisors are certified.
ATSI Agent Certification:
The agent Certification program is designed and written for the Telephone Answering Service industry to certify and accredit their staff of Telephone Service Representatives. Focus' Telereceptionists have demonstrated excellence in all three... completion and testing under the Interactive Training Program, successfully passing a comprehensive written examination of call handling skill sets, and an oral interview testing customer service issues and problem calls with a certified examiner. All eligible Focus Agents are certified.
The Don Berry Award of Excellence 2012:
TeamSNUG selected Tom Reandeau, Vice President of Operations at Focus, to receive The Don Berry Award of Excellence because of his exceptional dedication and involvement in the Answering Service Industry. This award is specifically bestowed to individuals who exemplify excellence in the advancement of SNUG and its members. He is also currently serving as President of SNUG for 2012 - 2013. The Don Berry Award was created to honor individuals who give of themselves for the betterment of SNUG and the industry. This award was created to remember Don for his enormous contribution to this industry and because of his commitment and dedication to his beliefs and his customers.
ATSI Learning By Association Award 2007:
Instituted in 2005, the Learning by Association (LBA) Award recognizes the contributions members make to one another on a daily basis. ATSI members vote for those of their peers who have made significant contributions to the industry through their sharing of ideas, expertise, and experiences. Donna West earned the 2007 LBA Award due to her generous spirit in sharing her insight and knowledge. .
ATSI - President's Award 2008:
Nearly every year there is one person who rises above the rest in their contributions to ATSI. Donna West was the recipient of the President's Award, given by Allan Fromm, in recognition of her many contributions, including the three video training sets that are the major source of training for this industry
The Don Berry Award of Excellence 2005, 2011:
The Don Berry Award was created to honor individuals who gave of themselves for the betterment of SNUG and the industry. This award was created to honor and remember Don for his enormous contribution to this industry and because of his commitment and dedication to his beliefs and his customers. Donna West has also been a driving force in this industry and it is because of her hard work and commitment that she was the recipient of the 2005 award. In 2011 Tom Reandeau was also awarded this honor for his dedication to helping our industry grow.
NAEO Member of the Year Award 1994:
The National Amtelco Equipment Owners (NAEO) Award is presented each year to individuals dedicated to education, networking, and development of best practices among members. Donna West shared a common interest with and desire to support and promote the purpose of NAEO.
Washington Office Magazine Reader's Choice Award - 1994-1995:
This award was only given for two years. Readers sent in the name of their favorite vendors in many categories. Focus was the clear winner for both years, since we actively participated in the communities of Washington D.C and the
Business and Industry Award - Chamber of Commerce 1995
This award recognizes small businesses for their contribution and commitment to their community. Developing jobs through the Private Industry Council and providing internships for local students, Focus demonstrates a standard of excellence in their contributions throughout Montgomery County.
Better Business Bureau Accreditation is an honor - and not every company is eligible. Businesses that meet our high standards of integrity and performance are invited to join BBB. Integrity includes respect, ethics and intent. Performance speaks to Focus' track record of delivering results in accordance with BBB standards and/or addressing customer concerns in a timely, honest and satisfactory manner.
MBE - Minority Business Enterprise:
An MBE/DBE is a small business that is at least 51% independently owned and controlled by one or more socially and economically disadvantaged individuals. Focus is a woman-owned business and as such qualifies as an MBE or as an MBE subcontractor needed on Government Contracts.
The MaryAnn Wetmore Leadership Development 2015 Award:
The MaryAnne Wetmore Award was established to award and cultivate future leaders of the Telephone Answering Service, Call Center, and or Contact Center Industry and was earned by Lannette Gerbrick for her Telcom industry and civic volunteer endeavors.
"I have been doing business with Focus for about ten years and have found them to be
efficient and pleasant to work with. When I do have a concern they are
very quick to resolve any issues I may have."