Understand
We help you understand what your customers expect.
CSBA will help you understand more about what’s important to your customers
- Comprehensive Competitor Intelligence
- Focus Groups
- Customer Satisfaction Surveys
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Measure
We measure and track your customer service.
CSBA will measure your company’s customer service performance, customer satisfaction, staff performance and industry standing.
- Monthly and Quarterly
- Telephone Benchmarking
- Customer Satisfaction Surveys
- Third Party Call Monitoring and Assessment
- Email Service Benchmarking
- Face-to-Face Mystery Shopping
- Assessment of Outsourced Call Centres
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Improve
We show you how to improve and deliver great service.
Drawing on our extensive research and experience, CSBA will tailor a solution for your company. We provide tactical and strategic ways to improve your customer service.
- Customer Service Workshops
- Contact Centre Reviews
- Sales Development Programs
- Email Effectiveness Workshops
- Development of Effective Guidelines for Customer Service
- Contact Centre Capacity/Resource Audits
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