Ms. Rania Llewellyn reports
SCOTIABANK'S TECHNICAL SUPPORT CENTRE FOR BUSINESS BANKING CUSTOMERS CERTIFIED WORLD CLASS
Bank of Nova Scotia'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 per cent 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. Its 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 backbone 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 per cent of the 500-plus 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-plus per cent of customers who have their issue resolved on the first call for three consecutive months or more.
About Bank of Nova Scotia
Scotiabank is Canada's international bank and a leading financial service provider in the Americas. It is dedicated to helping its 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 Oct. 31, 2018), Scotiabank trades on the Toronto and New York stock exchanges.
© 2019 Canjex Publishing Ltd. All rights reserved.