I read an article by Paul Cooper entitled The Complacency Gap, which was published by CallCentreHelper.com. He talks about the misconceptions companies have about the level of service they give to their customers.
The articles starts with a story about a survey in which 8% of 400 companies received low ratings for their customer service levels, yet 80% of those same companies rated themselves as being really good.
It’s often difficult to be objective about the service levels your company provides. That’s why On Call Centre relies on independent experts to rate the level of customer service that our inbound call centre customers services representatives (CSRs) and telephone call answering service CSRs deliver.
For quality control, our CSRs are randomly tested 12 months a year by two third-party organizations:
- Canadian Call Management Association (CAM-X): On Call has received 8 consecutive CAM-X Awards of Excellence.
- Association of TeleServices International, Inc. (ATSI): On Call has received 15 consecutive ATSI Awards of Excellence for exceeding high levels of customer service.
Don’t get caught in the complacency gap. We’ve been providing answering services and call centre services to our clients located in Ottawa, Montreal and Toronto for over 40 years now. If you’re looking for an answering service provider or inbound call centre service, we welcome the opportunity to talk with you.