Company honored with top award for innovative approaches that boost
first call resolution and improve customer satisfaction performance
SQM benchmarks over 450 leading North American call centers and has completed first call resolution, employee and customer satisfaction call center research and studies. Every year, the organization conducts over 1 million customer surveys and 25,000 call center employee surveys in 11 countries, including leading companies likes Aetna, Amex,
“It’s a tremendous honor to be recognized with an award from this organization,” said
C Spire was selected for the top award by a panel of six judges who are subject matter experts in the best practices for real-time support processes that aid first call resolution and boost customer satisfaction. The other two finalists were VSP Vision Care and Starwood Hotels and Resorts Worldwide.
“On behalf of SQM, I’d like to congratulate C Spire, their customer service representatives and supervisors for their commitment to continuous improvement,” said
Jackson said the real-time floor management processes that minimize customer hold and wait times have been a catalyst for creating heightened morale and employee advocacy. “Our employees know they have the tools and real-time support they need to succeed and be true advocates for the customer. That makes all the difference in the world,” he said.
Desmarais said SQM benchmarks and tracks all major contact channels, including call centers, websites, interactive voice response and email. The company is a leading research firm for voice of the customer, first call resolution and customer satisfaction call center performance.
About C Spire
C Spire is a diversified telecommunications and technology services company that provides world-class, customer-inspired wireless communications, 1 Gigabit consumer Internet access as well as a full suite of dedicated Internet, wireless, IP Voice, data and cloud services for businesses. This news release and other announcements are available at www.cspire.com/news. For more information about C Spire, visit www.cspire.com or follow us on Facebook at www.facebook.com/cspire or Twitter at www.twitter.com/cspire.
Source: C Spire