ATSI: Why It Matters and 24 by 7 Call Centers?

Posted by Tony Patterson on Nov 21, 2016 4:50:48 PM

I am a baseball fan. A necessary part of America’s pastime is the umpires. As a fan, the umpires are only right when the “call” goes in favor of my team. Whether it’s calling balls and strikes or a close play at the plate every fan looks to the umpire for fairness. In sports and in business, having someone oversee and regulate creates a level playing field for everyone.

No matter your business type, large or small you probably belong to an association, group or guild that speaks for you and to your industry. For the teleservices community, whether you call yourself an answering service, an exchange or a call center; ATSI is our association. Three reasons why ATSI matters; 1) regulating a growing business, 2) making tools available for improvement of its members and 3) acknowledging those members that distinguish themselves in the teleservice community.

The Association of TeleServices International (ATSI) was founded in 1942 and represents 350 Teleservice agencies worldwide and has over 350,000 customers in the U.S. alone. Their mission is to enhance the value of the association’s members.


In regulating the teleservice business ATSI mission is clearly spelled out in its five major mission points.

  1.  Promoting fair competition through the pursuit of appropriate regulation and legislation;
  2.  Providing research into and development of our industry and its current and prospective markets;
  3.  Providing support services;
  4.  Providing educational opportunities and resources to address the challenges and trends affecting our operating environments; and
  5.  Encouraging and maintaining high standards of ethics and services.

Fair competition is at the core of regulatory organization and research into the growth and development of that industry is its life blood. ATSI’s support services and resources are rooted in its learning system, ATSI university and certification program. By “grading” its members on call handling and procedure ATSI maintains high standards as its members relish the opportunity to see their name listed under 2016’s Award of Excellence.


Answering the phone is not as easy as most people think. ATSI University is an online learning system for TAS industry. For the medical industry the access to HIPAA agent training is well worth your membership. The university has marketing tools, as well as a financial benchmarking worksheet.

Nothing says, “You know what you are talking about” more than a license or certification from a recognized or established entity within that industry. Another tool that sets ATSI at the forefront of the teleservice industry is its certification program. This education program provides industry members with verifiable certification levels of agents and supervisors alike, as well as, site certification.


Judging has never been a job other people have envied. Whether the judging is seen as subjective or objective everybody has an opinion after the votes have been tallied. Each year ATSI sets out to recognize call centers in North America and the UK for its commitment and professionalism in the field of teleservices with its Call Center Award of Distinction and Award of Excellence program. From attitude to grammar and level of service to number of rings and hold time, ATSI judging criteria separates the good from the great.

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Whatever industry you are in, find an organization that understands and stands behind your product or the services you provide. If you are working in a call center or an answering service you have a friend and partner in ATSI.

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Topics: 24x7 Call Center, Phone Answering Service