Case Study: Canadian Tire Financial Services achieves world‑class First Call Resolution and 70% IVR customer fulfillment with SQM Group

Canadian Tire Call Handling Best Practice

Canadian Tire Financial Services (CTFS), the financial arm of Canadian Tire that issues the Canadian Tire Options® MasterCard, faced the ongoing challenge of delivering consistently high‑quality customer service through its Customer Relationship Call Center while maintaining world‑class First Call Resolution (FCR) and agent engagement. SQM Group supported CTFS by providing FCR benchmarking, certification and best‑practice guidance to help embed a “Customers for Life” culture across the contact center.

Using SQM Group’s certification and benchmarking as the foundation, CTFS implemented technology and operational best practices — including IVR authentication (70% customer fulfillment rate), Chordiant/TSYS/CISCO systems, skill‑based routing, extensive soft‑skills training, empowered agents and clear escalation processes — to resolve customer issues on first contact. The results speak to the impact: SQM Group certified CTFS as a world‑class FCR performer in six of seven years (FCR ≥80%), nine years of world‑class agent satisfaction, an average agent tenure of 12 years, multiple SQM awards, and consistently high customer satisfaction.

Canadian Tire Financial Services