TORONTO, Feb. 1, 2019 /CNW/ - 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.
"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 a robust 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.
Scotiabank is Canada's international bank and a leading financial services provider in the Americas. We are dedicated to helping our 25 million customers become better off through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets. With a team of more than 97,000 employees and assets of $998 billion (as at October 31, 2018), Scotiabank trades on the Toronto (TSX: BNS) and New York Exchanges (NYSE: BNS). For more information, please visit www.scotiabank.com and follow us on Twitter @ScotiabankViews.
About SQM Group
Service Quality Measurement (SQM) Group is a leading market research specialist firm for benchmarking, tracking, and improving customer and employee experience, powered by SQM's mySQM™ CX Insights software. Since 1996, SQM's primary purpose has been helping organizations improve their customer and employee experience performance by being a specialist for conducing CX research, consulting to improve CX, and awarding and certifying organizations/individuals who have demonstrated CX excellence. At the heart of SQM's research capabilities is our mySQM™ CX Insights software for capturing, analyzing, and reporting customer and employee insights data in one place.
SQM's awards program is considered the most prestigious and sought-after contact center industry awards in North America. SQM's CX awarding service recognizes organizations that have demonstrated excellence for CX, Employee Experience (EX), and CX Best Practices. What makes SQM's awards unique is that they are based on customers who have used a contact center, and/or employees who work in a contact center. On an annual basis, SQM conducts over 500 CX benchmarking studies on an annual basis with leading North American companies. SQM uses transaction and perception surveys and offers phone, email, interactive voice recording, online, face-to-face, and kiosk surveying methods. All surveys are conducted from our Coeur d'Alene, Idaho, and Vernon, British Columbia state-of-the-art research centers.
SQM will recognize the 2018 Contact Center Industry CX Award of Excellence winners at SQM's 20th Annual CX Conference and Industry Awards gala being held May 7-9 in Spokane, Washington at The Historic Davenport Hotel. For information about SQM's CX Awards Program, please contact SQM Group +1 (800) 446-2095 [email protected].
For further information: For media enquiries: Julie Wainwright, Scotiabank, (416) 866-4720, [email protected]