International Award Cites Contact Center for Ninety-Six Percent First Call Resolution Rate, 100 Percent Customer Satisfaction Rate

December 12, 2006 – Norfolk, VA: AMERICAN SYSTEMS, a provider of systems engineering, technical and outsourcing services, announced that its U.S. Navy Global Distance Support Center (GDSC) has been named “Best Contact Center (Under 50 Agents) in the World” at the ContactCenterWorld Awards in Las Vegas, Nevada.  

“To be singled out from a field of global top-tier call outsourcing players is a true accomplishment,” said William C. Hoover, president and CEO, AMERICAN SYSTEMS. “This award serves as a tribute to the unwavering dedication and commitment of GDSC management and staff.”

The ContactCenterWorld.com Awards 2006 are the industry’s most prestigious independent awards program. ContactCenterWorld.com, the leading global support organization for the contact center industry, provides online resources and conducts international benchmarking studies.

AMERICAN SYSTEMS established the GDSC in 1999 under the direction and sponsorship of the Naval Sea Logistics Center to deliver 24x7x365 support to fleet and Navy community users. Today, the center provides the fleet with a streamlined process to resolve requests for technical and logistical support as well as quality of life issues.

Earlier this year, the GDSC netted a regional award for the Americas that allowed it to compete in the global award competition, which featured contenders from the U.K., Ireland, India, Japan, Romania, Austria, New Zealand, Canada, Malaysia, Singapore and the U.S. 

AMERICAN SYSTEMS delivered the GDSC’s award submission detailing the variety and urgency of requests received at the U.S. Navy’s call center, while demonstrating virtually 100% customer satisfaction and 96% first call resolution rates. 

“The competition was at an exceptionally high level, and the voting was close,” said Raj Wadhwani, president, ContactCenterWorld.com. “It was like the Olympics — a battle between companies and nations to devise a fresh and innovative approach to ensuring high rates of call resolution and customer satisfaction.”  

AMERICAN SYSTEMS currently manages and operates three government call centers, and provides technical, managerial and logistics support to over 100 government contracts.