June 20, 2007
INFONXX/Excell Services Ranks #1 for Directory Assistance Quality!
Bethlehem—INFONXX, the world’s largest independent provider of directory assistance and enhanced information services, and its Excell Services business unit have been ranked first among third-party directory assistance companies in The Paisley Group's (PGL) Spring 2007 National Directory Assistance Performance IndexSM.
INFONXX/Excell swept the #1 position in the three major categories of measure: Customer FulfillmentSM, Customer CareSM, and Calls Passed.
INFONXX led the pack, followed closely by Excell, in the category of Customer FulfillmentSM, which is defined by PGL as “the definitive DA quality standard, combining data accuracy with the operator’s ability to find the right listing.”
Excell placed first in the categories of Customer CareSM, which looks at customer advocacy and call handling efficiency, and Calls Passed, which scores calls based on the caller being both Cared For and Fulfilled.
These results position INFONXX/Excell as the as the industry leader in quality.
“INFONXX/Excell continues to focus on delivering the highest quality services to our customers,” said Charlie Anderson, CEO and President of INFONXX North America. “I am extremely proud of our Customer Service Representatives located throughout the world. Our people continue to deliver, one call at a time.”
PGL’s semi-annual report provides DA-related companies with specific competitive intelligence to track and gauge their performance against other competitive providers. PGL utilizes the same process, sample, and strict statistical standards across all audited companies to provide the most accurate comparison possible.
About The Paisley Group
The Paisley Group Ltd. (http://www.thepaisleygroup.com) is the industry's leading DA/OS consulting company and measurer of database accuracy, customer fulfillment, and customer care. PGL works with clients to develop existing potential and leverage new opportunities, define goals and challenges, gather and analyze data, and develop effective methods for optimizing operations and achieving objectives.
About INFONXX
INFONXX is the world’s premier provider of voice directory transaction services, answering over one billion calls a year from consumers worldwide and helping telecommunications customers increase revenue and improve customer satisfaction. INFONXX solutions enable telecommunications customers to increase revenue, improve customer satisfaction, extend their brand, provide personalized content, and reduce churn. INFONXX provides innovative, industry-leading products and services including inbound Customer Care; Operator Services; 411 Plus enhanced directory assistance; TeleMásSM Spanish-language services; Text DirectSM, the industry’s first 2-Way SMS directory assistance listings in the United States; and txt//ad in the United Kingdom, an innovative Pay-Per-Text ad channel enabling advertisers to reach potential customers via SMS. INFONXX is the parent company of significant consumer voice directory services companies including The Number (UK), Le Numero (France), Die Nummer (Switzerland) and Il Numero (Italy), Conduit (Ireland), as well as Excell Services (North America). For more information, please visit www.INFONXX.com. |
