July 2009

Improve Customer Service and Drive your Business Results

We help our clients to understand, measure and improve their customer service, with the ultimate aim of reducing the cost and increasing the revenue associated with customer management.

We recently assisted one of our clients who had been measuring their call centre results but was unsure of what the metrics really meant to their business. We helped them to tie their financial results to customer satisfaction and employee performance. We achieved this through ensuring that the right customer and employee satisfaction data was being collected, including call monitoring, customer survey results and daily metrics. We then utilised our extensive analysis tools to track and predict the success of business and marketing efforts.
At the business level this resulted in reduced call handling times, increased employee efficiency, and increased sales close rates in their customer call centres. These results dramatically impacted on brand loyalty, marketing campaign success and their bottom line.

If you would like us to help you achieve great customer service results that positively impact your bottom line, call us on 1800 358 081.
Paul van Veenendaal

Dial F For Frustration at Service

Karen Collier | Herald Sun 20 June 2009

MOBILE phone companies, airlines and banks have been exposed as the worst at answering queries in a secret survey of industries.

But charities scrounging for dollars in the contracting economy turned on the charm and rated best, according to the research.
Angry customers are waiting in phone queues for up to an hour as customer service is put on hold, while rude operators have been accused of mocking accents, interrupting callers and bamboozling them with confusing language.

Customer Service Benchmarking Australia managing director Paul van Veenendaal estimates Australians waste 20 million hours a year on hold.

What is critical to the Bank is making sure that our vision is translated into action and performance. The work carried out by CSBA allows us to really test, on a continuous and independent basis, how the vision is translated both across the channel and across centres. We then use the CSBA information to train and coach our contact centre teams. This work has had significant impact on our ability to improve performance.“

Customer Service
Manager, Bank

Gain strategic advantage through customer service benchmarking
The Fund Executives Association Limited (FEAL) is at the forefront of a new customer satisfaction benchmarking survey for Australian superannuation funds that provides a true customer focus for the industry. One of the world's leading experts on brand management, Professor Mark Ritson, says "While most fund executives grasp the importance of member satisfaction, the reality is that maintaining true member focus presents a difficult challenge”.