December 1, 2006
407 ETR wins award for improved customer service
Toronto, Ontario – 407 ETR, which operates Canada’s only electronic limited-access toll road in the Greater Toronto Area, has been awarded the “First Call Resolution Improvement Merit Award” for all of North America by Service Quality Measurement Group Inc. (SQM Group).
SQM benchmarked over 260 call centres between October 2005 and October 2006 for this year’s awards; other SQM award winners include Purolator Courier, Canadian Tire and TD Canada Trust.
407 ETR’s Customer Service Call Centre serves a customer base of just over 6 million accounts, representing over 103 million trips in 2005, and currently receives 50,000 calls each month. The average waiting time to speak with an agent is around 20 seconds.