Improving Customer Experience

Customer Experience Assessment

Our Customer Experience Assessment provides you with a detailed understanding of the quality of service your ‘front line’ staff provide to your customers while engaging with them on the telephone. Our tools help to identify gaps in performance and establish ‘quick win’ opportunities to make better use of existing people and assets. This enables you to release capacity, improve service levels, and increase staff and customer satisfaction while reducing costs.

Customer experience is more than service. Positive customer experience, in its most simplistic form, requires that the customer enjoys interacting with your staff and that they are proud to say they deal with you. Creating this positive customer experience is critical in every aspect of your company’s operation, but in few areas is it more important than in your contact or customer service centre. The reason is simple: it is often the initial customer ‘touch point’ – that is, one of the first areas of business with which a customer makes contact. Accordingly, the contact centre carries the burden of creating a company’s first impression. Whether that impression is positive or negative can help advance the relationship with the customer or prospect – or end it before it ever really begins. Consequently, managing call quality in the contact centre has to be considered a top priority.

Developing and sustaining a high level of quality is difficult enough in the contact centre of an established company, and it can be more challenging in a company that finds itself in an expansion phase. Indeed, businesses that are growing at a rapid rate have their hands full when trying to ensure that their contact centre meets the quality standards that customers and potential customers expect.

What is your company’s Customer Experience Footprint?

There is a great deal of discussion about a person’s carbon footprint, which is defined as how much each of us affects the environment by the actions we engage in as part of our daily existence.

There can be very few consumers these days without a customer service horror story to share:

"I was passed around between five people."

"The agent didn't know anything about the offer in the mailing I received."

"I just wanted the answer to a simple question, but they only wanted to sell me things I didn't want."

"I just kept calling back until I found an agent that gave me what I wanted."

"The agent promised me a refund, but the supervisor told me the agent had no right to do that."

Customer experience has a footprint too. The manner in which contact centre team members engage with their customers, the content of emails they send to customers, the departmental procedural constraints they operate within – these all serve to stamp a positive or negative experience ‘footprint’ on the customer.

Thus, a customer who has had a negative experience with an agent is likely to be much harder to please when he or she has an interaction with another department. Conversely, a positive contact centre experience can smooth out transactions with other areas of the company that might otherwise have proved troublesome.

How we can help

In order to help contact and service centre managers better understand their Customer Experience Footprint, Vision Consulting have developed a customer experience mapping and evaluation tool that measures the quality of the interactions contact centre staff have with your customers against standards of best practice and any organisational compliances that apply to their customer interactions.

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Our expertise & experience

Our consultants have carried out work focusing on improving customer experience for the following:

The Law Society
London Midland Railways
Cutting Edge Services
Monarch Airlines
Monarch Holidays
Direct365
Vodafone
Findel Education
Avon Cosmetics
Barclaycard

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To arrange a meeting with one of our consultants, or to speak with us regarding how our expertise and experience can help your business;

Call: 07778 652515 and speak to Colin

e-mail: colin.clarke@visionconsulting.me.uk