| Audit and Survey Services |
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The Paisley Group offers the following customized options for audits
and surveys:
Call Center Performance
Regardless
of what call centers do, call center performance and optimization hinges primarily on the
following elements:
1. Database accuracy, consistency and user friendliness
2. The system being used by Operators/Agents including its
options and user interface
3. Operator/Agent Practices
4. Operator/Agent adherence to practices and protocols
5. The synchronization and alignment of 1 to 4 above
PGL's audit method measures Customer FulfillmentSM
and Customer CareSM
which are based upon traditional courtesy, accuracy and productivity measures. The
powerful edge that PGL's processes have is that they are also based upon what satisfies,
or dis-satisfies the customer identified in Focus Groups. PGL also measures Customer
Delight, that elusive but attainable condition of surprising customers with
demonstrated aplomb, super-professionalism, sensitivity and understanding within objective
work time boundaries.
What Customers Want
- In Focus
Groups, customers identify the following behaviors as representing Customer CareSM:
- Handle my request accurately (Customer FulfillmentSM as a function of
database, operator and automation accuracy).
- Listen to me.
- Don't ask me to repeat information I've
already given you. It makes me feel devalued and ignored.
- Pay attention to me and give me what I
asked for.
- Let me know what you're doing for me so I
know you're representing my interests.
- If you don't have what I asked for, tell
me and sound like you're sorry about it.
- Offer me an alternative, if possible.
Operators/Agents have limited time to care
for customers but customers tell us they value the feeling of confidence they receive when
they perceive that an effort is being made on their behalf. The key is in knowing how to
give customers that feeling in a short call interaction. Acknowledging customers
throughout the call and, as an overlap, telling them what is being done on their behalf,
are two ways to give callers 'eye contact over the phone' or, the feeling that the
operator is being their advocate.
Customer FulfillmentSM
Customer
FulfillmentSM measures the incidences of
customers who receive the correct outcome or information as a function of Operator/Agent,
database and automation accuracy. Customer FulfillmentSM
supersedes all other quality elements in customers hierarchy of satisfaction drivers.
Customer FulfillmentSM provides
customers with correct information/outcomes.
The three elements that make
up Customer FulfillmentSM are:
Operator/Agent Accuracy - how effectively are operators keying, following
practices, scanning and using effective listening and memorization techniques to provide
customers accurate information?
Database
Accuracy - is the data accurate, able to be found, and current?
Automation
accuracy - e.g., speech recognition.
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