November 2011

The more I see of what is happening in service-related businesses, the more I am convinced that the next wave of CEOs will have cut their management teeth in the frontline service environment.

Here are seven reasons why this background will provide the best pedigree for our next business leaders.
Paul van Veenendaal

Best Tertiary Institution Customer Service Award at ATEM 2011

Won by University of Wollongong – Faculty of Commerce

Customer Service Benchmarking Australia (CSBA) presented the much coveted award for Excellence in Telephone Customer Service to the University of Wollongong – Faculty of Commerce, at the 2011 ATEM conference held in Cairns.

The focus of the Conference was “who our customers are and what they want from us”.  The conference not only focused on the needs of the students but also the needs of the contact centres.

As part of the Service Expectation focus, CSBA assessed over 28 Institutions using the unique CSBA customer service model. CSBA research found that several of the institutions surveyed were severely under resourced.

Find out how Customer Complaints canImprove your Business

CSBA has been measuring compliant handling skills for over 10 years.  Now, with support from SOCAP Australia, we are offering you the opportunity to discover how your compliant handling skills compare to your competitors.

CSBA Complaints Benchmarking Program

Benchmarking establishes best practice standards across industries to enable businesses to keep pace with their competitors. Your customers are also customers of other organisations and will assess your performance by comparing the service you deliver compared to your competitors.

Complaint Management Master Class Facilitated by Robyn Reilly

Participants in the program will also be invited to join us in a master class, facilitated by CSBA’s Director of Business Improvement, Robyn Reilly.



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August 2011

As author and management guru Peter Drucker famously said, “What gets measured, gets managed”.

No doubt you’ve heard of the Net Promoter Score® (NPS) for measuring customer satisfaction. Over the last couple of years, we have seen it develop into the Net Promoter System. This marks a progression towards using the information as the base for a business improvement journey, rather than just as a measure to be monitored in isolation.

Paul van Veenendaal

Keep across all things happening in the Australian Contact Centre Community via a new social media TV show.

The Australian Contact Centre Community Ac3TV is an online TV show that will be promoting all the great things about the Australian Contact Centre industry.

There will be two shows produced - one targeted at customer service agents just starting out their careers and one for the executives to keep abreast of all the latest trends, benchmarks and news that is shaping our industry.
Join the Ac3TV group at LinkedIn, Facebook or Twitter.

Ac3TV releases episode four - Customer Benchmarking Insight

In this episode Paul van Veenendaal, Managing Director of (CSBA) discusses all things Customer Benchmarking. Find out about:

  • The drivers of customer satisfaction.
  • The biggest mistakes companies are making.
  • What are the challenges ahead?
  • How to get access to a free tool to help understand your current position.

Click on the LINK to access.


Top 10 Customer Service Providers this Quarter

1 iSelect
2 University of Western Sydney
3 The University of Adelaide
4 Wannon Water
5 AAMI
6 Flinders University
7 Southern Rural Water
8 Burdekin Shire Council
9 Médecins Sans Frontières Australia
10 Australian Pensioners Insurance Agency (Apia)

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May 2011

The more I see of what is happening in service-related businesses, the more I am convinced that the next wave of CEOs will have cut their management teeth in the frontline service environment.
Here are seven reasons why this background will provide the best pedigree for our next business leaders.
Paul van Veenendaal

Best Tertiary Institution Customer Service Award at ATEM 2011

Won by University of Wollongong
– Faculty of Commerce

Customer Service Benchmarking Australia (CSBA) presented the much coveted award for Excellence in Telephone Customer Service to the University of Wollongong – Faculty of Commerce, at the 2011 ATEM conference held in Cairns.

The focus of the Conference was “who our customers are and what they want from us”. The conference not only focused on the needs of the students but also the needs of the contact centres.

As part of the Service Expectation focus, CSBA assessed over 28 Institutions using the unique CSBA customer service model. CSBA research found that several of the institutions surveyed were severely under resourced.

Find out how Customer Complaints can Improve your Business

CSBA has been measuring complaint handling skills for over 10 years. Now, with support from SOCAP Australia, we are offering you the opportunity to discover how your complaint handling skills compare to your competitors.
CSBA Complaints Benchmarking Program
Benchmarking establishes best practice standards across industries to enable businesses to keep pace with their competitors. Your customers are also customers of other organisations and will assess your performance by comparing the service you deliver compared to your competitors.
Complaint Management Master Class Facilitated by Robyn Reilly
Participants in the program will also be invited to join us in a master class, facilitated by CSBA’s Director of Business Improvement, Robyn Reilly.


Top 10 Customer Service Providers this Quarter

1 Darwin City Council
2 AAMI
3 North East Water
4 CARE Australia
5 University of Western Sydney
6 The University of Adelaide
7 Frankston City Council
8 Monash University
9 Budget Direct
10 Rural City of Wangaratta

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