Customer Service is a SCIENCE

It was déjà vu. A luncheon conversation with the CEO's friend who complained about the 'hideous merry-go-round' that he had been put through, sparked the CXSnapshotz Snapshotz audit and benchmarking assessment with a major financial service organization.

Here is a synopsis of the customer complaint

Customer Complaint:

• Issue with IVR and Repetition: The customer had to repeatedly provide the same information (name, DOB, member number, etc.) to different agents both from the outsourcer and internally.
• Queue and Transfer Problems: The customer experienced long wait times and was transferred multiple times without resolution.
• Chat System Inefficiency: The chat system failed to understand the customer’s request to lodge a complaint, leading to further delays.
• Impact on Frontline Staff: The poor process negatively affected the frontline staff’s ability to assist effectively and caused them to encounter the customer's wrath.

Snapshotz Audit Findings:

• Low Priority for Customer Service: Customer service is not a top priority for the Board and ‘C’ level, with KPIs focused more on financial outcomes.
• Confusion Over CX: There is confusion at the executive level about what customer experience (CX) entails.
• Measurement Issues: The organization struggles to measure customer service effectiveness beyond NPS scores and satisfaction surveys.
• False Confidence from Surveys: Industry surveys gave a misleadingly positive view of the organization’s customer service.

Recommendations:

• Focus Areas: The audit identified 50 areas for improvement, with 5 having significant financial and customer impact, 2 critical risk areas, and 7 low-cost, immediately actionable items.
• Quick Fixes:
• Improve the transfer process between channels and the outsource partner.
• Develop better metrics and workflows for managing complaints.
• Streamline the management and monitoring of chat and web queries under one manager.
• Use AI capabilities with functionality to track customer journeys and QA/QC every customer interaction across all channels

Immediate Results:

• Alignment and Reporting: Improved alignment between customer service and the organization, adjustments to reporting, and a refreshed outsourcer partnership.
• Focus on Customer Journey: Enhanced focus on the customer journey and appropriate metrics for measurement and reporting, including the use of AI analytics
• Improved customer and employee satisfaction

Customer Service is a Science!

Today, customer service operations are a science, and while people management may remain an art, organizations and centre management need to shed the comfort of old approaches and shift to robust scientific approaches- or risk being caught out at a luncheon meeting!

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More About Snapshotz

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Snapshotz: The world’s leading customer service audit & benchmarking tool

Snapshotz: The assessment process

Snapshotz:? Alignment to the ISO18295 Customer Service Standard

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Snapshotz: See reports produced

Customer Services Audit (CSA): A Global Leader in Service Excellence

Pioneering Cloud-Based Solutions: In 2009, CSA revolutionised the industry by introducing the cloud-based audit and benchmarking tool Snapshotz for contact centres and service desks.

Trusted by Over 4,000 Customers Worldwide: Today, CSA remains the global leader, empowering over 4,000 organizations worldwide to optimize their service delivery.

Extending Expertise to Remote Work: Recognising the growing trend of remote workforces, CSA became a forerunner in assessing and benchmarking distributed service centers (work-from-home agents).

Modern Benchmarking with RemotAbility: Building on this expertise, CSA launched RemotAbility in 2021, a cutting-edge tool specifically designed for evaluating and optimizing remote work environments.

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