Customers Expect Top Service
When They Reach Call Centers
Benchmarking project racks feedback at 100 Canadian call centers.
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REDWOOD CITY, Alberta - Interactive Voice Response
(IVR) technology can be used effectively. Customers are better satisfied
when specialists handle their calls. There is a positive relationship
between employee satisfaction and customer satisfaction.
These are some of the conclusion of benchmarking
survey Service Quality Measurement Group Inc. (SQM) conducted of Canadian
call centers.
Lead by Alan Miciak, an associate
professor at the University of Calgary and Mike Desmarais, a principal
consultant at Service Quality Measurement Group, the project tracks nearly
100 call centers, involving nearly 50,000 customers and 4,000 employee
interview.
Participating companies include call centers from a range of industries,
including financial services, airlines, telecommunications, energy, utilities
and public service. Among SQM's benchmarking clients are The Bank of Nova
Scotia, BC Hydro, Telus and MetroNet.
"Most call center benchmarking studies focus on internal measurements
such as service levels, abandon rates and other operation metrics," says
Desmarais.
The SQM project, a continuing one, with about 100 centers benchmarked
annually, focuses on customer and employee satisfaction, he says.
For more information contact: Desmarais at 403-949-3889 or emailmike@sqmgroup.com
or Mickiak at 403-220-6880 or Miciak@ucalgary.com. The Website address
is www.sqmgroup.com.
 
 
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