What is Call Center Service Quality?

All Call and Contact center professionals are invited to participate in a joint ICSA/ The Taylor Reach Group Inc. survey assessing the variances between internal and external measures of quality or customer satisfaction.

Toronto, ON (PRWEB) November 21, 2006 -- The ICSA Toronto Chapter has partnered with The Taylor Reach Group Inc., (TRG) a company internationally recognized for their work in various contact center areas especially in the customer satisfaction survey field to conduct an online survey. The survey will only take a few minutes to complete. The survey will be sent to hundreds of customer service professionals like yourself who want information on what is taking place in customer service industry.

What does the survey do?

This survey is designed to measure the gap between internal quality service and Customer Satisfaction within organizations. Does your internal quality monitoring shown great results but the customer satisfaction results are not what you expected? Is this a common phenomenon?

Why should I participate?

We invite you to participate in completing the survey. In return for your participation you will receive an electronic copy of the results of this unique survey which can be utilized to benchmark your responses. In addition the ICSA TC will be conducting a workshop to share the results and present recommendations and solutions.

How do I complete the survey?

Simply click on the link below and submit your responses.

http://www.surveymonkey.com/s.asp?u=397862885097

Organizations with multiple contact centres may submit a survey for each center.

When will I get the results?

The results will be sent to your electronically by February 2007.

About ICSA Toronto Chapter - The International Customer Service Association (ICSA) is dedicated to promoting the development and awareness of the customer service profession through networking education and research. ICSA is a non-profit association led by customer service professionals for customer service professionals. These are people who have walked in your shoes and understand your challenges and motivation. Organized in 1981 by a group of 59 customer service management professionals, today's ICSA has come a long way. Globally, our membership tops 2,000 and we offer a full range of programs that provide members with a forum for sharing knowledge and experience, searching for solutions and networking with other customer service management professionals.

About The Taylor Reach Group, Inc. - With offices in North America and Australia, The Taylor Reach Group, Inc. (TRG) is one of the leading Call/Contact Center and Customer Service consultancies. This award winning company founded in 2003 by Colin Taylor today boasts a stable of Fortune 1000 companies. The staff at TRG possess more than 100 years of Call Center, Customer Service and Customer Satisfaction experience in delivering effective and significant benefits from Operational Innovation.

The Taylor Reach Group, Inc. may be reached at 905-426-5055 or on the web at www.thetaylorreachgroup.com.

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