OSC, a Platinum Equity Company, received high Directory Assistance quality scores in The Paisley Group, Ltd.'s ninth edition of their semi-annual NDA Performance Index. OSC scored higher than the third party average in both Customer Care(SM) and Customer Fulfillment(SM).
In addition to live agent performance, the audit also measured OSC against other providers of Automated Directory Assistance services in the industry. OSC came out on top in percentage of calls fully automated. Not only did the automated service measurements show OSC ahead of other providers in Customer Fulfillment(SM), but OSC was the only provider measured who offered both business and residential listings for automation. OSC has provided integrated live operator and automation solutions for 17 years.
Customer Care(SM) is defined as the agent's ability to exceed customer's expectations through understanding the caller's request, overall professional presence, problem solving to meet the customer's needs and customer acknowledgments. Customer Fulfillment(SM) is defined as the agent's ability to identify and offer the correct listing to the customer utilizing their skills and OSC's extensive customer databases.
"At OSC we serve our customers with 100% onshore call centers at offshore competitive pricing levels. Our consistently high quality scores as measured by Paisley are the foundation of the truly unique value proposition we provide to our customers. The OSC team is thrilled to test so well in quality and energized by the opportunity to serve our ever growing customer base," said OSC's CEO, Stephen Baus.
About OSC
OSC (www.osc.com), a Platinum Equity company, is America's largest independent provider of operator services, directory assistance, and inbound customer service to the telecommunications industry. The Company's service offerings are designed to enable its clients to focus internal resources on their core competencies while helping them to increase revenues, improve service quality and reduce costs. For more information on OSC and the services they offer, please contact Paula Wilkinson (Paula.Wilkinson@osc.com) or call 1-800-658-6041.
About The Paisley Group
The Paisley Group Ltd. (www.thepaisleygroup.com) is an industry leader in Directory Assistance and Operator Services consulting and a highly respected auditor of the DA experience including operator and database accuracy, Customer Fulfillment(SM), Customer Care(SM), the automation experience and customer satisfaction.