TeleServices organization ranks Extend #1 Call Center

Posted May 17, 2010 in News

The Association of TeleServices International (ATSI) based in Atkinson, New Hampshire, today announced Extend Communications Inc.’s TOP RANKING of all participating Call Center companies in Canada and the United States, with the Award of Distinction. This recognition follows six months of testing and mystery calling by an independent panel of judges employed by ATSI. The Award was announced at the association’s annual conference in San Diego, CA. “Our clients have always rated our service very highly, but to have this confirmed by an independent external panel, and to place #1 against call centers across North America is a fantastic achievement”, said Scott Lyons, President of Extend. “It is a testament to the commitment our entire team exhibits towards service excellence, from our front line staff to our quality managers and supervisors. I couldn’t be more proud of them.” Full ATSI media release available here.

Extend accepts Technology Award

Posted April 23, 2010 in News

The Chamber of Commerce Brantford-Brant has awarded the 2010 Bell Technology Award to Extend Communications. The Award recognizes a local business that has demonstrated excellence in innovation through technology, and was presented at the Business Excellence Awards Dinner, the premier business event in Brantford. Extend President Scott Lyons accepted the award, recognizing the efforts of Information Technology Manager Mark Frey in driving the company’s focus on technology forward. “Our competitors can’t touch us in the area of application development and technological advancement”, commented Lyons in a video produced by the Chamber for the event. The video also highlighted Extend’s major initiative to network its 3 call centres into one large virtual center. This brings to 6, the number of awards bestowed upon Extend by third party organizations in the last 12 months.

Canadian Call Management Association recognizes Extend Communications with GOLD Site Certification

Posted January 6, 2010 in News

Canadian Call Management Association (CAM-X) is pleased to announce that Extend Communications Inc. has qualified for the 24/7 Call Centre GOLD Certification Award. The Certification indicates that Extend Communications Inc. has met or exceeded high standards in the following areas: business practices, life safety, operations, including normal and emergency procedures, personnel hiring, training and ongoing evaluations through a peer review program focusing on 99.99% annual run time. Extend is just the 2nd centre in Canada to achieve certification at the GOLD level.

“This industry certification clearly demonstrates the commitment our management team makes towards our clients and staff, and reinforces our position as a leader in the call centre industry. The recognition is a fantastic end to a year which also saw us win several other awards including CAM-X Award of Excellence and Call Centre Award of Distinction, ATSI Award of Excellence, the Tom Ryan Award for `Ethics, Integrity and Quality Above All’, and the Consumers Choice Award for #1 Call Centre in the Greater Toronto area” said Scott Lyons, Extend Communications Inc. President.

As a leading North American Call Centre, Extend Communications Inc., based in Brantford, ON, provides unique and individual solutions for telephone answering, email response, and web interaction. Extend was founded in 1956 by A.F.W. Lyons, and since that time 3 generations of the Lyons family have grown the company into an internationally recognized teleservices supplier. For more information

Based in Grimsby, ON, CAM-X is a Canadian based trade association for the Call Management industry which includes: call centres, telephone answering services, voice-mail services, telemarketing services and other communications services. Their goal is to contribute to their members’ profitability by fostering a willingness to exchange ideas, experiences and solutions while promoting the general welfare and ethical standards of the industry.

Extend receives Diamond Award of Excellence from Industry Association

Posted September 28, 2009 in News

Extend Communications Inc. has been honoured with the Diamond status Award of Excellence for achieving eleven consecutive years of service excellence. The recognition is bestowed by the Canadian Call Management Association (CAM-X), the industry’s Trade Association for providers of call centre services and telephone answering. Extend was presented with the award this week, at the CAM-X national conference held in Kelowna, British Columbia.

“The Award of Excellence program offers the industry the kind of quality testing and benchmarking that is essential to help establish the service levels being demanded by our customers.” says CAM-X President Mary Anne Straw. “We congratulate Extend Communications, Inc. for their achievement.”

Independent judges are contracted by CAM-X to evaluate message services throughout Canada over a six-month period. The criteria for scoring include courtesy, response time, accuracy and overall service to their clients. If the company scores 80% or better in ALL categories, they are presented with the coveted Award of Excellence. For more information, visit

Association of TeleServices International Awards Extend

Posted June 21, 2009 in News

The Association of TeleServices International (ATSI) has awarded Extend Communications Inc its Pearl Award for 6 years of consecutive Service Excellence. Extend has placed in the Top 10 internationally among members of the association for several years, and ranked 4th out of American and Canadian call centres for 2009. This Award follows the ATSI Award of Distinction, also bestowed upon Extend for it’s call handling of enhanced applications. These recognitions are a result of six months of intensive testing and “mystery calling” by an independent panel of judges employed by ATSI. All aspects of call handling are graded, including courtesy, response time, accuracy and the overall service experience.