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Mission
Statement
The mission of MASCO Services Inc.
(MSI) Telecommunications is to maintain a superior reputation for service by
providing the highest quality customer care, knowing what our customers want and
insuring that they receive it.
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MASCO Services Inc. has provided telecommunications services in the Longwood Medical Area for over 25 years. We offer a variety of services including:
- Call Center Answering and Processing
- Inbound Call Center and Messaging
- Centralized Attendant
- Paging
- Auto Attendant and IVR (Interactive Voice Response)
- Remote Monitoring – Quality Assurance
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Client Service Levels and Quality
An independent survey rated MASCO Services call quality as number one out of eight area hospitals operator services. The MSI Call Center is an organizational unit that has a commitment to quality service and customer care. Over the years, we have developed an internal management system of quality utilizing the best aspects of several management philosophies.
- Training:
Once associates are hired, they begin our extensive custom training program. Our commitment to education and development of both new and existing staff starts from the top. At MSI, significant time is set aside for training and development. This training includes instruction not only on the equipment, but also on our clients’ cultural identity, practices and attitudes. To ensure the consistency of training delivery, primary training is accomplished in small groups in a classroom setting and is instructor-led.
- Customer Care Program:
This program was established in 1994 as a vehicle for us to keep in touch with our customers' evolving needs. This program also serves as a way for us to evaluate how we are doing and where we can improve or enhance services via surveys.
- Quality Assurance Program:
While the Customer Care Program is internally conducted, we also monitor the quality of the Call Center service by hiring independent companies to survey the service.
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