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Customer Service Centre aims to help

February 2016

Customer Service Centre aims to help

Call Centre staffIf you have questions or concerns about your real estate studies, the Customer Service Centre at the OREA Real Estate College can help. The centre is a key point of contact for students. It received about 165,000 calls in 2015, including about 7,000 web chat conversations with customers.

Despite the high volume of phone calls and web inquiries, the Customer Service Representatives (CSRs) got a high approval rating from you, our customers. Your satisfaction rate with CSRs was 95%, up 3 points over the previous year, according to a recent survey. (See the box below, “Satisfied Customers” for more details on the survey results.)

“Serving our students and members is the key role of the Customer Service Centre,” says OREA president Patricia Verge. “The feedback we’re getting from you, our members, is that our representatives are consistently professional and helpful. That’s the level of service we aim to provide. Our goal is to continue to provide the best service possible to all of our members and students, all across the province of Ontario.”

Satisfied Customers

98% said the CSRs were easy to understand

97% said they were professional

96% said they were willing to assist

95% said they were courteous

94% said they were knowledgeable and responsive

Wait Times Improve 

The OREA Real Estate College has also been working to reduce the wait time for those who phone for help. Recent customer surveys also reveal good news on this front. Respondents surveyed indicate a steady increase in the number of callers who say they did not have to wait at all before their calls were answered.  The latest survey showed that 95% of people described their wait time as acceptable, rating it an average of 4.8 out of 5, an excellent result and demonstration of OREA’s commitment to solid customer service.

If you have a question, contact the OREA Real Estate College Customer Service Centre at 1-866-411-6732 from Monday through Friday, between 8:30 a.m. and 7:00 p.m. For more information, visit OREA Real Estate College.

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Ray Ferris

I wouldn’t have become president of OREA if it wasn’t for the top-notch training developed by OREA’s Centre for Leadership Development.

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