BETHLEHEM, PA (PRWEB) April 30, 2005
INFONXX, the world's largest independent provider of directory assistance and enhanced information services, has been ranked first among third-party DA companies in the Paisley Group's National Directory Assistance Performance IndexSM.
"This ranking underscores the direction we have been pursuing Â providing customer-focused solutions with the highest levels of quality and customer satisfaction," said Margaret Scholl, INFONXX North America CEO. "We are proud and pleased that our efforts have been recognized by the Paisley Group."
The Paisley Group (PGL) is the leading directory assistance/operator services consulting company and the premier independent measurer of Customer FulfillmentSM and Customer CareSM in the industry today. Paisley's Performance Index is conducted twice yearly, and measures a variety of industry segments and competitors. PGL is known for rigorous application of quality standards and the detailed integrity of its measurement process.
INFONXX placed first with a score of 94.7 percent rating in Customer Fulfillment, which measures database accuracy, the ability to find the correct listing. "We placed first for Customer Fulfillment in the last Index in fall 2004 as well," said Scholl. "But this time we increased our lead - the third-party average was 92.3 percent."
In Customer Care, which rates customer advocacy and call-handling efficiency, INFONXX scored a 93.3 percent rating and tied for first place. "Our Customer Service Representatives are the best in the business, and the Paisley Index confirms that," said Scholl. "Our training efforts focus on skills and voice presence to ensure that we deliver excellence to every caller and on every call. That's the best way we can encourage those callers to use 411 services again and again."
Paisley Group also rates calls that are both "fulfilled" and "cared for" as having been "passed." Again, INFONXX was ranked number-one in Calls Passed with a score of 88.3 percent, which led all other third-party providers by two percentage points.
Scholl added, "This recognition affirms our objective to lead the industry by continually improving the customer experience."
INFONXX is the world's largest independent provider of directory assistance and enhanced information services. As the largest independent directory assistance supplier in the world, INFONXX delivers customer-focused solutions through technological innovation, flexible service transport options and industry-leading product offerings to wireless and landline carriers, corporations and educational institutions in North America. INFONXX has consistently ranked among the best of the industry in all aspects of customer service. In the United Kingdom, the Number 118 118 has become Britain's leading directory assistance service for consumers and businesses. Based in Bethlehem, Pa., USA, INFONXX employs thousands of customer service representatives and support personnel who manage over 210 million listings at 10 locations around the globe. For more information, visit:
About The Paisley Group
The Paisley Group Ltd. (http://www.thepaisleygroup.com) is the industry's leading DA/OS consulting company and measurer of database accuracy, customer fulfillment, and customer care. PGL works with clients to develop existing potential and leverage new opportunities, defining goals and challenges, gathering and analyzing data, and developing effective methods for optimizing operations and achieving objectives.
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