Toronto, ON, USA, Feb. 1, 2019 -- Scotiabank's technical help desk and support centre for business banking customers, Client Services & Solutions (CS&S), has achieved Contact Centre World Class CX Certification by SQM Group for customer service excellence.
This award means that at least 80% of customers contacting CS&S were very satisfied (top box response) with their overall help desk experience, their customer service representative and overall resolution of their call.
CS&S provides technical support for the Bank's cash management customers across the small business, commercial and corporate segments. Their services include technical integration, professional services and project management for complex cash management needs, as well as treasury platform integration.
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"Payments and cash management products play an increasingly important role as the back bone of many business banking relationships which is why we strive to deliver a world class experience," said Rania Llewellyn, Executive Vice President, Global Business Payments. "With the evolving technology landscape in payments and cash management, Scotiabank's Client Services & Solutions team provides advanced technical support to businesses of any size and helps deliver enhanced operational efficiencies."
Over the last two years, CS&S has undertaken several initiatives to improve the customer experience, including an Enhanced Support System which provides Bank employees with real-time customer data and an employee training program including customer service resolution tactics and best-practices.
"SQM Group designates contact centres as World Class based on customer experience performance levels", said Nader Ghattas, Vice President, Consulting and Client Advocacy, SQM Group. "Scotiabank's technical help desk and support centre for business customers met our stringent criteria and is one of fewer than 5% of the 500+ contact centres that SQM Group benchmarks annually."
SQM Group benchmarks over 500 leading North American organizations. The criteria for Contact Centre World Class CX Certification is based on 80+% of customers who have their issue resolved on the first call for three consecutive months or more.
Posted by Veronica Silva Cusi, news correspondent
At Scotiabank Atlantic Contact Centre, our success truly depends on our greatest resource – our people. We are motivated by integrity, respect, commitment, insight and a contagious can-do-spirit and we are proud to foster a culture that is based on our community and teamwork. Our success as a premier financial institution depends on each and every employee that represents us. Our commitment to our employees provides us with a competitive edge; it contributes to customer and employee satisfaction, helps us meet our shareholder expectations and broadens our community relationships. We are a leading financial institution that believes in the power of our people. Our people are our core business because they are the reason why our customers choose to bank with Scotiabank. We care, we invest and our people are empowered to do the job. We at the Atlantic Contact Centre own the franchise so we work very hard at building our brand. We live by our philosophy of One Team….One Goal.
About SQM Group:
Service Quality Measurement Group is a service quality benchmarking, measurement and management consulting firm.
Published: Monday, February 4, 2019
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