Grand & Toy

Grand & Toy

November 24, 2010 10:10 ET

Grand & Toy Customer Care Centre Wins Two Service Quality Measurement Group Awards

Highest Customer Satisfaction and Highest Customer Interactive Voice Response Navigation to the Right Associate Awards Recognize Achievement in Establishing World-Class Service

TORONTO, ONTARIO--(Marketwire - Nov. 24, 2010) - Canadian office solutions provider Grand & Toy has won two 2010 Service Quality Measurement Group (SQM) awards for excellence in Customer Care Centre service and performance. 

The SQM awards, which were presented last week at SQM Group's annual conference at the Fairmont Royal York hotel in Toronto, recognized the Grand & Toy Customer Care Centre in two categories – Highest Customer Satisfaction in the retail and service industry and Highest Customer Interactive Voice Response (IVR) Navigation to the Right Associate, in the all industries category.

"These prestigious awards, first and foremost, recognize our people," says Gary D'Andrea, Chief Operating Officer, Grand & Toy. "I am proud to celebrate their success in aligning processes and technology in a way that effectively connects Grand & Toy's customers with the information and office solutions that meet their needs."

Managed by SQM Group, the North American leader for surveying the customer experience in call centres, the awards were based on SQM's surveys and analysis of customer experience across several key indicators, including the IVR navigation, associate – customer interaction and the resolution of customer inquiries.

"Our vision is to be the leader in world-class Customer Care Centre performance," says Eli Federman, Director, Customer Care, Grand & Toy. "SQM Group awards demonstrate that our strategies for providing our customers with great service is working, and the dedicated engagement of our Associates at each of our three Customer Care Centres translates into tangible results."

The highlights of Grand & Toy's Customer Care Centre service achievement recognized by the two SQM Group awards include:

  • Easy-to-navigate voice recognition technology, with 97 per cent of customers surveyed indicating that Grand & Toy's voice menu system connected them to the right Associate the first time.
  • A high level of satisfaction of Grand & Toy customers, who get more competent help – in many cases, a lot faster – and report they are very satisfied with their Grand & Toy Customer Care experience. 
  • Employee engagement at the Grand & Toy Customer Care Centres, with more than 75 per cent of Associates cross-trained on all possible call types and with the customer being very likely to speak with someone who can help during the first interaction.

"Grand & Toy is a great place to work for dedicated people who want to thrive in a customer-centric environment," says Mr. Federman. "The satisfaction our Associates get from various professional development and training opportunities, coupled with their shared sense of achievement, ownership and pride contributes to their engagement and commitment to the Grand & Toy family. That's why our people want to stay with us."

Over the last three years, Grand & Toy's Customer Care Centre has seen a drop of almost 40 per cent in annual employee turnover, which currently stands at less than 25 per cent and is significantly lower than the industry standard.

On its journey to be Canada's premier office solutions provider, Grand & Toy has been changing the way it engages both its workforce and its customers, offering them streamlined office solutions at multiple touch points through its well-trained and highly engaged business advisors.

As part of its commitment to better serve local businesses, the company recently announced the conversion of five of its downtown Toronto stores into Business Centres – scheduled for completion in January 2011.

About Grand & Toy

Grand & Toy is one of Canada's leading office solutions providers. With a heritage that dates back to 1882, today's Grand & Toy is committed to offering sustainable solutions to Canadian business in the areas of interiors, technology, imaging and professional services, in addition to office and facility supplies. We operate one of the country's largest distribution networks serving clients coast-to-coast. Grand & Toy also demonstrates a firm commitment to corporate social responsibility through a comprehensive sustainability strategy that's manifested through numerous internal and external environmental and social outreach programs.

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About the G & T Customer Care Centre

At the Grand & Toy Customer Care Centre, we connect our customers with the right business solutions that meet their needs. Our customers can select from a number of ways to contact us to get the help they need – online, on the phone, by fax, or via email or chat. Using our Live Help chat option, customers can speak with our Customer Care Centre Representatives online. They can also call us at 1-866-391-8111 any time between 7:00 a.m. and 7:30 p.m. Eastern Standard Time, Monday to Friday, or email us at (English) or (French) and get help within 24-48 hours.

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