SOCAP Canada Toll-free Number Study
A 1996 profile of toll-free numbers for customer service
Research conducted by Hepworth + Company
Sponsored by AT&T Canada
The primary purposes of the research were to provide current Canadian data on specific call centre practices and to provide comparisons between Canadian, U.S. and European usage of toll-free numbers. Comparisons to performance benchmarks, operating standards and technology are provided. This study uncovers critical customer service issues and highlights key opportunities for Canadian organizations.
SOCAP Canada Benchmark Study
A 1996 profile of consumer Affairs Departments in Canada
Research conducted by Margaret So, a graduate student at the University of Guelph
The purpose of this research was to establish a benchmark profile of Consumer Affairs Departments in Canada specifically, functions, role and positioning within the company.