Halton Region honoured by Service Quality Measurement Group, Inc. (SQM Group) for high quality customer service

Halton Region honoured by Service Quality Measurement Group, Inc. (SQM Group) for high quality customer service

Release Date: Feb 26, 2014

This past January, Service Quality Measurement Group (SQM) recognized Access Halton as a Service Quality Award of Excellence Winner for 2013. Halton Region received the SQM North American Call Centre Industry 2013 Award for highest customer service in government. This award is based on first call resolution (FCR), the measure of how many calls are required to resolve an issue, answer a question or get a requested service. Halton Region measures call centre customer satisfaction annually.

“I am very proud that SQM has recognized Halton Region for its high performing call centre, Access Halton, for seven of the last nine years,” said Regional Chair Gary Carr. “This recognition reflects our commitment to being a resident focused government, connecting with residents daily through the delivery of high quality programs and services.”

Since 1996, SQM Group has been a leading North American research firm for benchmarking, consulting and awarding FCR call centre performance. SQM benchmarks and tracks call centre performance of 450 call centres by surveying customers to measure satisfaction levels. The most recent survey included 400 Access Halton customers.

The results revealed that:

  • Ninety per cent of Halton Region callers made only one call to get their matter resolved. The average top performing call centre FCR score is 84 per cent and the average government FCR score is 79 per cent.
  • Ninety-two per cent of callers were satisfied overall with their call centre experience.
  • Ninety-six per cent of customers were satisfied overall with the customer service representative who handled their call.
  • The Region scored in the first quartile of all nine SQM key performance indicators.

Access Halton, the Region’s call centre, responds to telephone inquiries 24 hours a day, seven days a week through 311. Access Halton also responds to email received via accesshalton@halton.ca, web requests from halton.ca/311 and through in-person service. In 2013, Access Halton handled over 304,354 calls, 9,282 emails, 12,357 web service requests and 36,907 reception visits.

“Customer Service is one of the priorities of the Citizens’ Priorities Action Plan and making it easy for residents to access Halton is our goal,” added Chair Carr. “Congratulations to Halton staff for their customer service excellence and for helping to make Halton Region a great place to live.”

The award will be presented at SQM’s annual conference, to be held in Washington, D.C., April 15 & 16, 2014.

The Regional Municipality of Halton serves more than 500,000 residents in the City of Burlington, the Town of Halton Hills, the Town of Milton, and the Town of Oakville. Halton Region is committed to meeting the needs of its residents through the delivery of cost-effective, quality programs and services, including water and wastewater; regional roads and planning; paramedic services; waste management; public health; social assistance; children’s and seniors’ services; housing services; heritage programs; emergency management and economic development. For more information, dial 311 or visit Halton Region’s website at www.halton.ca.

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Media Contact:

Anna Larson
Communications Specialist
Halton Region
Tel. 905-825-6000, ext. 7851
anna.larson@halton.ca