Cogeco Cable Canada honoured for a sixth time in eight years
by Service Quality Measurement Group, Inc.
Montréal, February 11, 2015 — Cogeco Cable Canada is proud to be recognized for having attained
the highest level of customer service in the Canadian telecommunications and television industry and to
be honoured by the Service Quality Measurement (SQM) Group’s 2014 North American Call Center
Industry Awards.
Over the last eight years, Cogeco Cable Canada has been recognized six times by SQM Group for the
excellence of its call centre customer service. These awards are unique for the company and its
employees, as they are judged using voice of the customer methodology.
Cogeco Cable Canada works constantly to deliver the best service and meet customers’ needs and
expectations. For the company, this award equates to a genuine “thank you” from its customers to its
employees for the care they place in their work and their commitment to deliver excellent service every
day. This recognition acknowledges Cogeco Cable Canada’s commitment and dedication to
implementing, among others, proactive and engaging processes:
► Performance quality: all agents are managed through proactive coaching and training models that
encourage development, initiative, improvement and excellence.
► Celebrating successes: sharing stories about great customer service moments so all agents can learn
from them.
► Consultative sales model: focusing on the customer and providing solutions that meet the needs of
the household.
Louise St-Pierre, President and Chief Executive Officer of Cogeco Cable Canada, is thrilled to accept
these SQM Group awards of excellence on behalf of Trois-Rivières, Québec, and Burlington, Ontario,
call centre employees. “Over the years, the quality of our customer service has become a key asset that
differentiates us from our competitors. Every day, our goal is to achieve excellence in the way we meet
each of our residential customers’ needs. I congratulate all of our employees, as they have proven, once
again, their commitment to living, day in and day out, with the mission and values of our organization in
mind. I know what tremendous efforts had to be made and I am very proud of the team and its
achievements. I also wish to thank our customers for their loyalty and unwavering confidence.”
Cogeco Cable Canada is also the Bronze winner of the “Call Center FCR Best Practice Award” in the
“Real-Time CSR Support Queue” category. This award demonstrates the Cogeco Cable Canada
management team’s commitment to improving processes in order to position itself as a leader in best
practices for the call centre industry.
Each year, Cogeco Cable Canada’s call centres provide quality service for more than one million
residential and business customers throughout Québec and in Ontario via different communication
platforms, 24 hours a day, 7 days a week.
ABOUT SERVICE QUALITY MEASUREMENT GROUP
Since 1996, SQM Group has been a leading North American research firm for benchmarking, consulting
and awarding FCR call center performance. SQM conducts over 1 million surveys for over 450 leading
international call centers on an annual basis.
- 2 -
ABOUT COGECO CABLE CANADA
Cogeco Cable Canada (www.cogeco.ca) regroups the Canadian cable operations of Cogeco Cable Inc.
Cogeco Cable Canada is the second largest cable operator in Ontario and Québec in terms of the
number of Basic Cable service customers served. Its two-way broadband cable networks provide to its
residential and small business customers Analog and Digital Television, High Speed Internet (“HSI”) and
Telephony services. Cogeco Cable Inc. is a telecommunications corporation and is the 11
th
largest
hybrid fibre coaxial cable operator in North America operating in Canada under the Cogeco Cable
Canada brand name in Québec and Ontario, and in the United States through its subsidiary Atlantic
Broadband in Western Pennsylvania, South Florida, Maryland/Delaware and South Carolina. Through its
subsidiaries Cogeco Data Services and Peer 1 Hosting, Cogeco Cable Inc. provides its commercial
customers a suite of IT hosting, information and communications technology services (Data Centre, Co-
location, Managed Hosting, Cloud Infrastructure and Connectivity), with 20 data centres, extensive fibre
networks in Montréal and Toronto as well as points-of-presence in North America and Europe. Cogeco
Cable Inc.’s subordinate voting shares are listed on the Toronto Stock Exchange (TSX: CCA).
-30-
Information : Patricia Archambault
Media Relations - Product
Tel. : 514 710-1044