SatCom Marketing, LLC is one of nine Time Warner Cable preferred vendors eligible for the award, which is based on over 5500 randomly sampled customer telephone calls over a 52-week period. The calls were scored by an independent call qualifying firm and are based on 18 different quality criteria including sales technique, product knowledge and regulatory compliance. Leading up to the Vendor of the Year Award, SatCom Marketing was named Time Warner Cable's Quality Vendor of the Quarter for 3 quarters in 2012 and has won the quarterly award 7 of the last 8 quarters. SatCom was also the Time Warner Cable Quality Vendor of the Year for 2011.
"This award is a testament to the hard work and focus of our entire call center team," said SatCom Marketing founder and President, F. Dale Wunderlich, "Time Warner Cable works with some of the best teleservices vendors in the country and to win this award two straight years against such strong competition makes a real statement about SatCom's dedication to quality."
There are several components to the quality initiative. Live calls are monitored on a daily basis and each week a list of randomly selected call recordings is reviewed by a 3rd party. Over the course of each quarter, every SatCom Marketing agent is monitored at least once and most receive multiple reviews. 97.2% of SatCom Marketing calls were rated good, very good or excellent. SatCom also achieved a score of 99.5% for the month of August which is the highest monthly score Time Warner Cable's third party monitoring firm has ever recorded.
"Winning the Vendor of the Year award is great recognition for our team," said Wunderlich, "But our real objective is to generate quality sales and meaningful customer interactions for our clients. When our clients are successful, we know we've done a good job."
"This second administration of the AWLP Work-Life Seal of Distinction represents more than a doubling of the number of employers who have successfully demonstrated leadership in workplace strategies and practices," said Kathie Lingle, WLCP, executive director, WorldatWork's Alliance for Work-Life Progress. "The growing response to our challenge for change is evidence that organizations everywhere realize that enterprise success in this century requires new ways of thinking, managing and working."
Applicants were evaluated based on the breadth and depth of their work-life portfolio, and had to provide evidence of their support in areas spanning dependent care, health and wellness, workplace flexibility, financial support, paid and unpaid time off, community involvement and efforts to transform organizational culture.
SatCom's employees and sales agents had the opportunity over a two day period to donate a portion of their salary or commissions on their sales to hurricane victims with the company matching all donations two to one. All money raised was given to the Red Cross relief effort for Hurricane Sandy victims.