From the Managing Director

I am often asked what are the main drivers of customer satisfaction.

Since 1997 Customer Service Benchmarking Australia (CSBA) researchers have made well over a million telephone calls to Australian organisations across the whole spectrum of industries. In recent years we have also conducted thousands of face-to-face visits and assessed numerous emails.

The focus of this work is to measure the level of customer service delivered by our clients to their customers and to advise on improvement strategies.

Since CSBA began – with a modest client-list drawn mainly from the energy, water and banking sectors – the business and the call centre industry have transformed. What we measure and how we measure it has become far more sophisticated than in those early years. CSBA is now able to pinpoint very specific areas where clients can gain a clear competitive advantage within their particular industry.

While much in the Call Centre industry has changed, certain basics remain. CSBA has identified what it considers as the five major drivers of customer satisfaction: these are the elements, some quite subtle, that determine the caller’s perception of the organisation.

The five major drivers are...

Read more HERE

Paul van Veenendaal

How well do you handle hardship calls?

The effective handling of hardship calls is a very sensitive and complex area of (unfortunate) growth for many contact centres.

CSBA has now developed a hardship quality assurance benchmarking program in response to customer demands, particularly in the essential services environment.

Find out more

With the silly season approaching…

The team at CSBA would like to wish you a happy and safe holiday period.

The offices here will be shut between noon on Friday 23 December and will reopen at 8:30am on Tuesday 3 January 2012.