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TD Canada Trust Wins Call Centre World Class Customer Satisfaction Award from SQM

2 minute read
By TD Bank Group
• Oct. 17, 2008
TORONTO, Oct. 17 /CNW/ - TD Canada Trust's call centres have been recognized with the Highest Banking Industry Customer Satisfaction Award and have achieved special awards for achieving excellence in World Class Customer Satisfaction and Improved First Call Resolution from the Service Quality Measurement Group (SQM). SQM Group awards excellence in customer and employee satisfaction for the call centre industry. Between October 1, 2007 and September 30, 2008, SQM telephone surveyed 200 - 400 customers within 1-3 days of their call to the call centre to understand their satisfaction with their service experience. "I'm always thrilled to hear that our customers recognize our contact centres as service leaders." says John Capozzolo, Senior Vice President, Sales and Service Centres, TD Canada Trust. "Our EasyLine service is designed to help our customers do as much as possible over the phone and our employees take pride in resolving customer questions on their first call." Earlier this year TD Canada Trust was named number one in Canada for customer service among the major banks by both Synovate, for the fourth year in a row, and J.D. Power for the third year in a row. About SQM SQM benchmarks over 350 leading international call centers on an annual basis and has been conducting customer satisfaction studies for over 12 years. On an annual basis, SQM conducts over 1 million surveys. SQM does business in 8 countries around the globe: Canada, United States, Australia, Puerto Rico, India, Philippines, Costa Rica and Mexico. About TD Bank Financial Group The Toronto-Dominion Bank and its subsidiaries are collectively known as TD Bank Financial Group. TD Bank Financial Group is the seventh largest bank in North America by branches and serves approximately 17 million customers in four key businesses operating in a number of locations in key financial centres around the globe: Canadian Personal and Commercial Banking, including TD Canada Trust; Wealth Management, including TD Waterhouse and an investment in TD Ameritrade; U.S. Personal and Commercial Banking through TD Banknorth and Commerce Bank (to be known together as TD Bank); and Wholesale Banking, including TD Securities. TD Bank Financial Group also ranks among the world's leading on-line financial services firms, with more than 5.5 million on-line customers. TD Bank Financial Group had CDN$509 billion in assets as of July 31, 2008. The Toronto-Dominion Bank trades on the Toronto and New York Stock Exchanges under the symbol "TD", as well as on the Tokyo Stock Exchange. For further information: Kelly Hechler, Corporate and Public Affairs, TD Bank Financial Group, (416) 982-2469, kelly.hechler@td.com; Mike Desmarais, President, SQM Group, Phone: (250) 260-3920, Fax: (250) 260-7821, Email: mike@sqmgroup.com, Website: www.sqmgroup.com

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