Customer service representatives (CSRs) – these individuals are key points of contact for many of OREA’s members, students, and potential students. Staffing the College’s Customer Service Centre from 8:30 a.m. to 7 p.m., CSRs answer questions ranging from course enrolment, to exam scheduling and rescheduling, to forgotten passwords.
The Customer Service Centre receives more than 200,000 calls each year. Despite the high-call volume, the performance of our CSRs has been stellar, and we have the statistics to prove it.
The College launched the Customer Satisfaction Tracking Study in 2008. A third party conducts research on the Centre’s behalf to gauge the effectiveness of the service being provided. The research objective is to determine and track levels of satisfaction among individuals who have contacted the Centre within a given time period. Specifically, to determine the perceived level of courtesy and helpfulness in service received, the perceived level of professionalism in service received, and overall levels of satisfaction towards OREA customer service.
This initiative demonstrates the College’s commitment to superior customer service.
Methodology
Telephone interviews are conducted on an ongoing basis with customers who have recently contacted the College. The results that follow reflect the perceptions of a randomly selected set of callers between September 2011 and December 2011. The overall margin of error for 2011 is +/- 3 percentage points at the 95% confidence level.
Results
Callers’ overall experience with a CSR
| CSR Attribute | Total Agree [%] |
|---|---|
| Easy to understand | 92 |
| Professional | 91 |
| Responsive | 90 |
| Friendly | 90 |
| Willing to assist | 89 |
| Courteous | 88 |
| Knowledgeable | 88 |
| Careful in listening | 88 |
| Able to resolve issues or answer questions | 88 |
| Department Attribute | Total Agree [%] |
|---|---|
| Committed to service excellence | 87 |
| Easy to access | 87 |
| Available during convenient hours | 86 |
| Satisfied | 84% |
| Dissatisfied | 4% |
| Neutral | 2% |
Customer Service Pledge
The College is committed to providing quality education, and endeavours to make each student interaction with us a positive experience. We strive to make our products and services accessible to all, in keeping with the Accessibility for Ontarians with Disabilities Act, 2005.
We pledge the following:
• To be courteous and respectful
• To maintain the security of personal student information
• To respond to student queries in a timely manner
• To listen to student needs and provide them with appropriate assistance, or direct them to the appropriate person who can meet their needs
• To deliver prompt and up-to-date information in a friendly manner
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