ORIGINS & EVOLUTION
SP Data Digital was founded in this year.
What is 2004?
Publicly listed President
Who is Brian Cato?
SP Data Digital's AI Recruiting acronym
What is AIR?
This contact centre metric measures the average duration of a customer interaction.
What is AHT?
This post-shift report provides a summary of performance results at the end of a shift.
What is EON report?
This telecommunications client partnered with SP Data Digital for its base management and customer retention program.
Who is Rogers Communications?
S&P Data was originally founded in this Canadian city and province.
What is Scarborough, Ontario?
Publicly listed CEO and Co-Founder.
Who is Dan Plashkes?
This four-letter acronym stands for SP Data Digital’s accelerated approach to getting new hires ready for the job.
What is HALO?
This contact centre metric measures how quickly incoming calls are answered by associates.
What is ASA?
This data-cleaning process identifies and removes duplicate records from a dataset.
What is Deduplication?
This telecommunications company served as the anchor client that helped launch S&P Data’s Hamilton, Ontario location.
What is Bell Canada?
SP Data Digital’s original outbound sales program was launched in partnership with this Canadian telecommunications company.
What is Rogers Communications?
SP Data Digital expanded its Canadian operations in 2012 by opening a location in this Ontario city.
What is Trenton, Ontario?
This three-letter acronym describes SP Data Digital’s location-flexible model that allows employees to work remotely from home.
What is WFA?
This contact centre metric measures the percentage of callers who disconnect before their call is answered by an associate.
What is Abandon rate or ABA?
This process groups leads based on characteristics such as time zone, age, or likelihood to convert.
What is Segmentation?
This client is SP Data Digital’s current LATAM fibre program.
Who is Fidium?
This company supplied SP Data Digital’s virtual employee benefits program.
What is Lifespeak?
This individual was the last person to hold the title of Chief Commercial Officer (CCO) at SP Data Digital.
Who is John Battaglia?
This SP Data Digital retail channel uses QR codes and kiosks to connect customers with sales support.
What is Video-to-video retail support
This contact centre metric measures the percentage of logged-in time an associate spends actively engaged in productive work.
What is occupancy?
This dialing strategy schedules outbound calls based on the customer’s local time zone.
What is Time-zone-based dialing?
SP Data Digital’s Life Insurance Agent Program was originally built around this major Canadian financial institution.
What is TD Bank
This phrase describes SP Data Digital’s operating style, balancing discipline and professionalism with a personal approach.
What is Velvet Hammer?
Dan Plashkes refers to this individual as the “gold standard of Human Resources” at SP Data Digital.
Who is Penny Handscomb?
This term describes the grouping of customer interactions across web chat, online forms, text messaging, and social media.
What is OmniChannel marketing?
This customer experience metric measures how likely a customer is to recommend a company to others.
What is NPS?
SP Data Digital uses this dialing strategy to maximize its connect rates.
What is 80-20-20?
This individual was SP Data’s original Bell Canada client vendor partner.
Who is Charlie Latino?