We work with contact centre managers in benchmarking their processes against North American and Canadian contact centres and offer more than one options to choose based on methodology and approach with which our consulting associates work – Voice of customer or people process, technology and strategy mapping.
Based on our clients location we team up with regionally authorised partners to deliver consultancy and the bespoke solutions if these are governed by licensing requirements and regional market territories of our clients location.
We engage leading USA and CANADIAN certification partners collectively who have supported clients from more than 1500 companies in their endeavour to provide world-class customer care across such industries as banking, finance
To comply with social distancing norms and to overcome travel limitations due to COVID-19, currently the benchmarking assessments are done remotely through recorded calls and video conferencing.
An internal-assessment questionnaire is designed bespoke for the Clients Contact Centre or Customer Service Centre which is completed on the basis of personal / video conferencing interactions and interview with key personals it may involve discussions as well as probing for required information.
The different areas of Contact Center & CRM will tentatively include the following:
This is done remotely through structured questionnaire consisting high impact questions relating to the Contact Centre & CRM Services provided to the customers on their acceptance, satisfaction and loyalty outcomes on the attributes like : Usefulness, Ease of use, Dimensions of Service Quality, Customer Attitude & Loyalty , Customer satisfaction etc. Customer Survey also includes open-end questions as well as the demographic information about the respondents.
Trained and Qualified professionals makes calls to the Contact Centre to obtain feedback on the service level, attributes as included in the customer surveys, benchmarking categories, and other areas relevant for overall analysis.