OSC (Booth 423) received outstanding results in the areas of customer care and customer fulfillment in an independent Paisley Group Ltd. audit on directory assistance, ranking it among the leaders in the industry.
In the audit completed in July 2004, OSC achieved scores of 98 percent in customer care and 97 percent accuracy in customer fulfillment. Customer care is defined as the agents ability to exceed customers expectations through understanding the callers request, overall professional presence, problem-solving to meet the customers needs and customer acknowledgments. Customer fulfillment is defined as the agents ability to identify and offer the correct listing to the customer utilizing their skills and OSCs extensive customer databases.
Based on these results, OSC ranks in the top tier of third-party providers in the directory assistance arena.
OSC has always been a quality leader and consistently performs at an exceptional level. This is a direct reflection on the efforts of all of our employees to meet and exceed our client expectations. We all take pride in these results, says John Jelinek, OSCs vice president of call center operations.