One of Canada’s leading charities awarded two SQM 2017 Contact Centre Industry Customer Experience Awards of Excellence
World Vision Canada announced it has received the SQM Group’s Customer Service World Class certification as well as received the Customer Service Best Practice Award in the Omni Channel category, recognizing the organization’s call centre as providing customers with best in class experience through a multitude of channels, such as phone, email, online chat and social media.
World Vision was benchmarked against 500 other North American call centres in 15 areas, such as first call resolution, seamless experience and overall customer satisfaction with their call centre experience.
“Our donors are supporting the world’s most vulnerable children and their communities. Our service is an extension of their donor experience and it is crucial they receive unparalleled service,” said Lisa Moody, director of World Vision’s Customer Care team. “I am delighted our team has achieved customer service world class certification and the best practice award in the omni channel category – such great recognition of our commitment to responsively serve our donors.”
SQM’s Customer Experience Awards of Excellence are based on surveys with customers who have used a contact centre and employees who work in a contact centre. SQM benchmarks over 500 leading international contact centres on an annual basis and has been conducting customer experience benchmarking studies since 1996. SQM conducted the benchmarking studies for the period of January 1, 2017 to December 31, 2017.