Fort Collins, Colorado based Press-One has been awarded the prestigious American Business Award – the “Stevie Award” – for Best Customer Service Team for a second year in a row.
“The Stevie Award is the award we cherish most” says Press-One’s president, Andy Orr. “The selection committee is made up of business people and BPO executives so they have experienced firsthand the challenges we face on a day-to-day basis. I’m grateful for those people. They’re our peers.”
Press-One’s award for 2017 was based on their performance on behalf of an e-commerce retail client that experienced unprecedented Black Friday / Cyber Monday sales activity.
“Our client offers an absolutely amazing product. We’re proud to be affiliated with them. They serve the children’s educational market and, by being in that space, their customer base expects the best we have. Keep in mind this is a child’s Christmas AND their education – obviously important to any parent or grandparent!” says Orr.
“The demand for our client’s product over the Black Friday weekend was far beyond what the client had forecast. While this is a good problem to have, we were caught flat-footed during the first few hours of the surge. Despite all our planning, we were understaffed and overwhelmed. But, our team reacted with the same professional, can-do attitude and worked with our technology folks to set up a series of chat-bots and IVR’s that correctly identified customer inquiries across multiple channels and assured each customer that their orders and inquiries were in-process. The immediate and, most importantly, the appropriate reply to those customers bought us the time we needed to bring in reinforcements and process the nearly 30,000 new orders that came in over the period.”
Press-One also won the award in 2016. “I think that our experience in developing functional software and embracing new technologies has us well equipped to innovate solutions. We like to say “show us an escalation and we’ll show you an innovation” says Orr.
Press-One is a veteran owned business. Orr, also the company founder, served in the elite 3rd U.S. Infantry (The Old Guard), officially known as the U.S. Army’s ceremonial unit and escort to the President. Press-One was also awarded a second “Stevie” for Veteran Owned Business Of The Year.