July 18, 2023

Customer Service Award

We're pleased to announce that, for the second year in a row, we've won the internationally awarded Call Centre World Class FCR Certification by SQM for 2023!

Customer Service Award

We're pleased to announce that, for the second year in a row, we've won the internationally awarded Call Centre World Class FCR Certification by SQM for 2023!

ATCOenergy Receives Prestigious Customer SatisfactionAward for Second Year in a Row

Recognition underscores ATCOenergy’s dedication to exceptional service and award-winning culture

CALGARY, AB May 14, 2024 – ATCOenergy is proud to announce that, for the second year in a row, it has won the internationally awarded Call Centre World Class FCR Certification by SQM for 2023, celebrating the company’s exceptional First Call Resolution (FCR) performance.

This award exemplifies ATCOenergy's dedication and commitment to exceptional customer service. It is awarded to top-performing call centres with a resolution rate of 80 percent or higher on all customer contacts on the first call, for three consecutive months or more.

In 2023, ATCOenergy achieved a remarkable FCR rate of 80 percent, surpassing the average energy call centre's performance of 70 percent. Additionally, the company attained an impressive Advisor Customer Satisfaction score of 88 percent, indicating the percentage of customers who reported being very satisfied with the service provided by their advisor.

ATCOenergy attributes its success to innovative approaches, comprehensive training and strong community ethos. Its advisors undergo comprehensive four to six-week training programs, dedicating 7.5 hours each day to strengthen their skills and knowledge. This extensive training program underscores ATCOenergy's commitment to prioritizing customer satisfaction and equipping its team with the expertise needed to address diverse customer needs.

“Establishing meaningful connections with our customers is pivotal to our operations, and we’re fortunate to have an exceptional team that prioritizes service excellence and empathizes with the customer journey,” said Peter Kelava, Vice President, Customer Experience & Analytics at ATCOenergy. “Our focus lies in ensuring customer satisfaction and successful issue resolution. Rather than measuring call duration, our emphasis is on resolving each customer query to their utmost satisfaction.”

Fostering an award-winning culture is more than just a pursuit at ATCOenergy. Team members take immense pride in their contributions to create positive customer experiences and in co-creating a one-of-a-kind corporate culture.

ATCOenergy and its sister companies Rümi and Blue Flame Kitchen, have received several accolades over the past year.

Most recently, Rümi was recognized as one of Alberta’s Top 80 Employers for 2024, presented by Mediacorp Canada Inc., for providing employees with an award-winning work environment. The Alberta Top Employers Award is given to companies that exceed workplace standards for atmosphere, health and physical benefits for employees, internal communication practices, performance management, vacation time off and training skills and development.  

Just months earlier, Rümi was also recognized as one of the recipients of Canada’s Most Admired Corporate Cultures™ Award for 2023, further solidifying the organization's reputation for employee well-being and professional growth. Founded by Waterstone Human Capital, Canada’s leading cultural talent management firm, this annual program awards organizations for having cultures that enhance employee performance and sustain a competitive advantage in their industry.

These achievements demonstrate the unwavering dedication to both customer satisfaction and employee empowerment within ATCOenergy and its sister brands.

About ATCOenergy

In 2016, ATCOenergy recognized the need for a different kind of energy company in Alberta’s deregulated energy market, giving customers the freedom to choose a plan that works for them, their home or business. ATCOenergy is now the fourth largest competitive energy retailer in the province, offering flexible electricity and natural gas plans, flexible payment options and local support to residential and business customers. Together with its sister-brands, Rümi and Blue Flame Kitchen, ATCOenergy is able to deliver on home happiness with solutions that span everything from energy for your home, to delicious meals and home maintenance services.

About SQM

Service Quality Measurement (SQM) Group is a software company specializing in customer service QA management solutions for call center agents. Since 1996, SQM has been a Call Center First Call Resolution Expert for measuring, benchmarking, tracking, improving customer service, and awarding companies and agents for delivering great customer service.

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Leanna Kruk on behalf of ATCOenergy