DAILY NEWS Mar 14, 2024 8:56 AM - 0 comments

Cogeco Connexion Takes Top Honours for Quality of Customer Service

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    Cogeco Connexion is pleased to announce that it has won four customer service excellence awards from the Service Quality Measurement Group (SQM) as part of the 17th North American Contact Center Industry Awards 2024. It won three awards in the Voice of the Customer Excellence category, based on the results of satisfaction surveys of its customers, and another prize to reward best practices in its call centres. These 2024 awards mark the 7th time in nine years that Cogeco Connexion is recognized for the service it provides to its customers.

    "I am extremely proud of these four awards from SQM," said Louise St-Pierre, President and Chief Executive Officer, Cogeco Connexion. "Our powerful connections and the strength of our customer relations are the cornerstones of all our operations, and these awards, three of which come directly from our customers, attest to that. I thank our customers for their trust and loyalty, and I salute the remarkable work of the entire Cogeco Connexion team. Thanks to their solid expertise, we are able to deliver an unrivalled customer experience each and every day."

    Awards won:

    Voice of the Customer Excellence

    In this category, SQM benchmarked over 500 leading North American contact centres during the period from January 1 to December 31, 2024. Cogeco Connexion's clients were surveyed by telephone within two business days of their contact with contact centre agents, field technicians and in-store representatives, to understand their customer experience. SQM's awards are primarily based on first contact resolution and customer satisfaction with the service experience.

    Award #1:

    Highest Field Services Customer Service

    For the highest level of satisfaction for the services of the technicians on the field

    Award #2 and #3 (by industry)

    Highest Customer Service – Retail/Service (storefront)

    Highest Customer Service – Telecommunications/TV

    Contact Center Best Practice Awards

    Award #4

    Performance Management System

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