Customers were not always customers. At one point they were prospects and your products, services and marketing brought them into the fold. Customers are valuable assets. They are the reason we are in business.
How customers feel about a brand is influenced by their interactions with the company. The Call Center or Contact Center is the likely the single largest point of contact between your firm and your customers.
Do you know where you stand regarding what your customers feel about the service you are offering?
You may already employ Customer Satisfaction surveys, internal quality, compliance teams and/or use Net Promoter Score (NPS). While these tools can be useful, none delivers the granularity to help you analyze the situation, nor can they equip you with with meaningful and actionable recommendations that you can implement today!
The Customer Experience (CX) Snapshot does.
The three dimensions of interaction that have the greatest impact on the customers feelings, opinions and experience: Emotional Connection, Rational Connection and Customer Effort.
The Customer Experience Snapshot addresses each of these three dimensions related to your customers, your brand, and your call center.
First we place live calls employing trained professions using detailed call scenarios, that you helped develop,
We monitor additional calls across your center drilling down further into these same scenarios.
We examine your processes and call flows with a view to effort and persistence required by the customer to reach resolution for their inquiries,
Then we provide a detailed report assessing the center from a customer perspective across 30 variables of the 3 dimensions including;
* An aggregated Overall Customer Experience Score,
* The Emotional Connection Score – How friendly, professional and helpful are your staff,
* The Rational Connection Score – How your center performs at resolving issues, escalating issues and inspiring confidence in their abilities,
* The Customer Effort Score – How easy you are to do business with,
* Actual call recordings from the scenario calls,
The Customer Experience Snapshot allows you to drive real change in your organization. No longer is the Customer Experience anecdotal, now it is a living, breathing entity. This allows you to socialize the finding quickly within the center and the broader organization.
The dimensions covered and scenarios assessed offer the ability take immediate action to improve the experience being delivered by your center.
Take action today
In less than two weeks you can know how Customers feel about you – Call us to discuss your Customer Experience Snapshot today 877-979-8692 x103
Customer Experience is the alchemy of Customer Effort and making rational and emotional connections- #custserv #cx #callcenter