How Technology is driving great customer service - The future of customer feedback

Transcription

1 How Technology is driving great customer service - The future of customer feedback

2 What we set out to achieve: Review of existing processes and practices What else is out there? Gap analysis Bring customer feedback up to date Ensure feedback counts Culture change Customer centric Fit for purpose Action orientated Visible and embedded Impacts on the business

3 Context for Change 2020 Vision Organisational Transformation Customer Offer Ensure 75% of customers contacts are online Provide a range of tailored services which satisfy 90% of customers

4 The vision Real time feedback No longer solely rely on long, in depth telephone interviews as the only source of customer feedback. Three channels for customers to feedback

5 The vision Approach Fewer questions will be asked

6 The vision Sentiment Engine Words and sentiment of the customer used to identify what is important and why.

7

8 The Old Approach

9 Real Time Dashboard SWOT

10

11

12 Headline Results - Feedback received within minutes of sending survey. - Customer Feedback becoming a lead indicator of customer behaviour. - Speed of action, we are able to respond to negative feedback far quicker.

13 Feedback collected in real-time is 40% more accurate than feedback collected just 24 hours later

14 What s next?

15 Next steps - Practical Development - Engagement and Behavioural Change - Agile Improvement Approach - Connection and Positive Brand Relationship with Customers.

16 Staff Engagement and Behavioral Change

17 88.6% of contact centre execs believes customer experience strategy is a priority only 58.7% believe employee satisfaction is being considered CONTACT BABEL

18 Contact Centre - Feedback gathered within 24hrs of contact. - Advisors have access to own their performance - Distance from customer feedback reduced

19 Highly engaged employees lead to a 20% reduction in customer complaints and an increase in customer loyalty 2014 FORBES ARTICLE

20 Engagement - Review feedback daily. Individually and in teams keep it live. - Share learning and focus training on gaps. - Included it in our KPI and everyone s objectives. - Create friendly competition. - Recognise top performers.

21 Resolution Team - Deal with escalations from within the CSC. - Proactively contact customers who have given a low score on feedback. - Proactively contact customers who s verbatim comment needs further action. - Provide valuable customer insight.

22 Resolution Team - 91% of outcomes from the resolution team have been positive. -Quality standards have been amended to reflect the expectations of the customer and to increase satisfaction. -Areas of dissatisfaction can quickly be acted upon and fed into the teams.

23 Customer Satisfaction goes from 32% to 89% if an issue is acknowledged and resolved in real-time BAIN & COMPANY

24 Why what we believe is so important Recent research from Curo revealed that customers want - A human touch at the initial interaction - Not to be left hanging on - To help you, especially the loyal ones - Well trained and empowered staff Who themselves should be recognised

25 The freedom to WOW Sprinkling some Magic Amazing customer service WOW surprise & delight Exceeding expectations Drivers Aspiration Empowerment Personal drive Fun environment The basics Meeting expectations a framework Training & Controls

26 In Summary - Communicate in REAL-TIME - Engage & Empower the FRONTLINE - Always ACT! - Make the experience EASY - Have FUN!

27

28