Telus the best there is once againIt is refreshing to have such positive reports which shine a bright light totally contradicting the usual hellish and very dark images of Telus conjured up on this board by the usual TWU doom and gloomers!
And should put to shame the current TWU Wrong Number campaign!
TELUS recognized for best directory assistance team in Canada
Industry study shows TELUS continues to lead in customer service
VANCOUVER, June 10 - For the second time in a year, an industry
study has concluded TELUS is the top national directory assistance provider in Canada. The Paisley Group Ltd., a directory assistance/operator services consulting company, conducts a semi-annual survey of the customer service provided by key players in the market.
"Based upon TELUS' continued excellent performance in the Index, it is
obvious that they are doing a lot of things right and are providing customers with outstanding customer service," says Christy Nelson, president and CEO, The Paisley Group.
TELUS was the highest rated provider in last September's survey and
maintained that position in the just-released spring Index, in which TELUS earned a 91 per cent passed calls mark. The Paisley Group describes passed calls as the hallmark of directory assistance, measuring whether customers both received correct information and were treated in an appropriate manner.
"Maintaining TELUS' high rating is a credit to the dedication and
professionalism of our operators," says Joanne Beaton, vice-president of TELUS Operator Services. "Our team will handle more than 71 million director assistance calls in 2005, and the vast majority of those callers will quickly and seamlessly get exactly what they are looking for."
In addition to passed calls, the Paisley Group's survey provides
independent and consistent measurements for:
- Customer Fulfillment - database accuracy and ability of the operator to provide an accurate listing, and
- Customer Care - how operators balance customer advocacy and efficient call handling practices.