MONTREAL – Cogeco Cable’s call centres won a pair of customer service awards this fall.
Two of the them come from the Service Quality Measurement Group Inc. (SQM), an international firm that measures and evaluate call centers in several sectors.
Cogeco’s call centres, located in Trois-Rivieres, Quebec and Burlington, Ontario were awarded the Highest Customer Satisfaction in the Telecommunications/TV Industry Award, and the FCR and/or Csat Improvement Merit Award, which recognizes the best improvement in first call resolution (FCR) and/or customer satisfaction (Csat) greater than 8% over the previous year.
Cogeco accepted the awards this week at the SQM Summit in Toronto. For 2006-2007, Cogeco Cable was selected out of 300 companies after the SQM surveyed between 200 to 400 customers of each company one to three days after calling the contact centre.
Furthermore, the Quebec call centre won a Fleche d’argent for its "Boite a outils" (toolbox) intranet at the Quebec Relationship Marketing Association (RMA)’s Fleches Gala. The RMA also recognized Johanne Hinse, vice-president, customer contact centre and residential sales as 2007’s personality of the year. The Fleches Gala was held last November 15.
"I’m very happy that our call centers received such honours and I would like to congratulate our teams in Ontario and Quebec for a job well done. I am also happy that Johanne’s hard work and passion were recognized," said Louis Audet, president and CEO of Cogeco Cable, in a release.
