Post on 25-Jan-2015
description
Customer Quality Reporting:True Customer Satisfaction Measurement
Offered Exclusively by:
Reality
”The single most important thing to remember about any enterprise is that there are no results inside its walls. The result of a business is a satisfied customer.”- Peter Drucker
“Companies could improve profit be at least 25% Just by reducing Customer Defections by 5%”- Harvard Business Review
One dissatisfied customer tells 25 others about his experience, on Twitter that could be25,000
Research Tells Us
• Satisfied Customers are critical to the success of any business
• 92% of consumers judge an organization based upon their Call Center experience†
• Call & contact centers struggle to gain meaningful research metrics
† Perdue University
The Challenge
• There is no customer satisfaction (CSAT), Net Promoter (NPS) or First Contact Resolution (FCR) data,
• If there is CSAT or NPS data it is not related solely to the call center, but is a corporate or omnibus result,
• If there is FCR data it is likely based on stand-in data ( 2nd contact within x hours/days)
The Problem
• Dissatisfied customers leave, lower CSAT scores show customers at risk for defection,
• If you NPS score shows more detractors than promoters you will have trouble ahead,
• Lower FCR scores increase center costs, drives dissatisfaction,
• Yet your center has none of the above metrics available…
Customer Quality Reporting (CQR)
CQR Measures CSAT, NPS and FCR on:– Enterprise wide– Center wide, – Team level,– Agent level, – Trends
Tracks improvement or regressionGives you the tools to measure the impact of CSAT,
NPS and FCR in financial and non-financial terms
Center & Enterprise Reports
Agent & Team Reporting
Trend Reporting
Plus- Expert commentary and Recommendations
Costing
$35 per agent per channel (voice, Chat, Email)One time Set Up fee of $2,500
A center with 25 agents to evaluate one channel is $875/month
A center with 25 agents to evaluate three channels is $2,625/month
A center with 100 agents to evaluate one channel is $3,500/month
A center with 100 agents to evaluate three channels is $10,500/month
Limited impact on your center
Taylor Reach manages the program;– Receives the customers to be sampled (a file
containing customer email addresses)– Creates and maintaining a ‘kill file’ to ensure that
no customer is sampled more than once every six months,
– Sends out the surveys,– Receipt, tabulation and analysis of survey results,– Produces required reporting monthly,
For more Information
Phone Colin Taylor – 416-979-8692 x200Email – ctaylor@thetaylorreachgroup.comWeb –
http://thetaylorreachgroup.com/quality/customer-quality-reporting-true-customer-satisfaction-measurement