Services

What does CSBA do?

 

Our committed team will advise the best way to understand, measure and improve your services.

 

UNDERSTAND

 

CSBA will help you understand more about your customers - and their experience with your organisation.  By ascertaining your quality of service, staff performance and market position, we can advise on the next steps.

• What is important to your customers, and how do you perform?
• Comprehensive Competitor Intelligence
• Focus Groups

 

 

MEASURE

 

CSBA measures your company's customer service, satisfaction, staff performance and industry standing.  We can do this by:

 

• Quarterly Telephone Benchmark Report
• Customer Experience / Customer Satisfaction Surveys
• Complaint Satisfaction Survey
• Third Party Call Monitoring and Assessment
• Email Service Benchmark Report
• Face-to-Face Mystery Shopping
• Assessment of Outsourced Call Centres

 

  

IMPROVE

 

Drawing on our extensive in-house research and relevant industry experience, CSBA will then provide clear tactical and strategic ways to improve your services.  We deliver this by: 

• Contact Centre Reviews
• Customer Service Workshops
• Sales Development Programs
• Effective Email Writing Workshops
• Development of Effective Guidelines for Customer Service
• Contact Centre Capacity/Resource Audits