Brother Canada was recognized as a world-class leader in customer service at a gala awards ceremony held in Toronto last evening. The business machine and home appliance company earned multiple distinctions from the SQM Group, which benchmarks over 450 leading call centres across North America every year.
Brother Canada was awarded the prestigious Call Center World Class Call Certification. Its call centre employs 33 customer service specialists at its headquarters in Dollard-des Ormeaux, Quebec. The SQM Group awards the World Class certification based on a centre’s ability to consistently resolve customer calls and achieve customer satisfaction at the highest-possible standard. In order to receive the certification, at least 75% of the calls managed by Brother Canada’s call centre were required to be at the world class level for six months or more in 2011.
The SQM Group also recognized 11 Brother Canada customer service agents as World Class Customer Representatives, a testament to their consistent and exceptional ability to deliver a positive customer experience, resolve customer issues and inspire their colleagues to go the extra mile.
Brother Canada customer service agent Sam Wong, an employee since 2008, was also named as one of 11 finalists for the SQM Group CSR of the Year award. As part of his awards submission, Sam wrote a moving story that embodied the importance of going above and beyond for a customer and not allowing any barrier to get in the way of resolving the customer’s issue while providing World Class Customer Service.
According to Martin Featherston, President of Brother Canada, the multiple world-class distinctions are a testament to the company’s longstanding commitment to delivering exceptional customer service. “Brother Canada’s philosophy is one of great people delivering a superior customer experience. Exceptional customer service is at the core of our business, a strategy that has helped us build customer loyalty in an intensely competitive industry,” he said. “As more and more companies outsource their customer service and call centres, our investment in our in-house team of specialists is paying tremendous dividends. The fact that our customer service is now recognized on a global scale truly puts us in a class of our own.”