News

March 2006

Taction Wins NorthFace Award

First Outsourced Contact Center Ever to Receive this Distinction

WALDOBORO, Maine - March 9, 2006 - Taction is the first outsourced contact center ever to win the NorthFace ScoreBoard Award, a prestigious national honor given to companies that provide superior customer satisfaction.

Taction qualified for the award - the "Oscar" of the customer service industry - by scoring high client satisfaction levels on two consecutive surveys conducted by Omega in 2005.

The premium contact center for hire takes telephone and e-mail orders and handles customer service and sales for some of the country's most trusted brands. Current and past clients include Samsonite Company Stores, The Boyds Collection, Cuddledown, American Express, Kodak, Maine's Office of Tourism, Harbor Sweets Chocolatier, Polaroid, SmartPak Equine, Lotus 1-2-3, and Frank Schaffer Publications.

"Taction's clients are its customers and we place a high priority on maximizing their satisfaction. We turned to Omega to make sure we were reaching our goals. Being awarded this honor proves that we're actually exceeding them," said Randy Anderson, VP for Client Services and Business-to-Business Operations at Taction.

Taction's clients gave the contact center high marks for its excellence in account management, deliverables, and the overall quality of services provided by the company. The majority consider Taction to be a best-in-class contact center, are very likely to continue doing business with Taction in the future, and would recommend Taction's services to others.

"They're easy to communicate with and their responsiveness is very rapid," said Jim Breakell, president of J.H. Breakell & Company, makers of handcrafted jewelry.

"They are awesome," said Nancy Sears, head of customer service at Cuddledown of Maine, makers of luxury bedding and other products. "They are very willing to help us."

Omega created the award in 2000 to recognize organizations that center their existence on a deep commitment to exceeding customer expectations. More than 165 projects from over 75 companies in diverse industry segments from across the world were judged. To qualify, a company had to measure its customer satisfaction levels on a semi-annual basis during 2005, and achieve a 4.0 or above out of a possible 5.0 score in all categories measured.

"Our research shows that companies that consistently achieve a 4.0 or above succeed in establishing customer loyalty," said Anthony Santilli, Chief Customer Officer at Omega. "Scores at this level lock in profitable long-term customer relationships, and significantly raise the bar for your competitors."

Taction will receive its award at Omega's annual Symposium for Customer Operations & Relationship Exposition (SCORE) Conference. SCORE 2006 will take place from June 12 to 15 at the Seaport Hotel in Boston.

Taction also employs Omega to survey its employees. Twice a year, Taction employees go on-line to answer questions about the company and their positions. Results of the client survey and the employee survey are posted on an Omega bulletin board in a common area at Taction for everyone to see.

Going forward, Taction plans to continue "walking the walk" with help from Omega, Anderson said. Client and employee surveys will continue and more data will be gathered. "We're always looking for greater insight into what our clients and employees want and need," Anderson said. "With Omega, we can always count on in-depth analysis and useful suggestions on how to deliver 'The Taction Value' better and more consistently to every customer, one positive experience after another."

"We're proud and pleased to have won the NorthFace and hope to win many more in the years to come," Anderson added.