February 2012

In our previous newsletter I listed the five major drivers of customer service and discussed the importance of first call resolution. The most important contributor to achieving high levels of first call resolution is Agent product knowledge.

Calls can be quickly and effectively resolved only if the Agent has a comprehensive and up-to-date command of the organisation's products and services.

Without that knowledge, the caller will be transferred, put on hold, or given incorrect or incomplete information... all of which undermine efficiency, costs and the confidence of the caller in the organisation.
Paul van Veenendaal

Hardship Update

Hardship calls are an important part of Contact Centre work in many industries.  CSBA has been involved in monitoring hardship calls in the Utility Industry for some years. We compare how well Agents handle hardship calls compared with the overall volume of call traffic. Some Companies excel; many do not.

CSBA's Committment to Building a Better Range of Services

2012 is going to be an important year for CSBA.  Recent growth in our business has seen the need to expand our capacity in terms of people and technology.


Top 10 Customer Service Providers this Quarter

1 Gannawarra Shire Council
2 City of Casey
3 City of Greater Geelong
4 University of Melbourne
5 Moorabool Shire Council
6 Medecins Sans Frontieres Australia
7 Budget Direct
8 Mildura Rural City Council
9 Wannon Water
8 City of Yarra

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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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February 2011

From the Managing Director

All of us at CSBA send our best wishes to those involved in the recovery from the recent devastating natural disasters.

Paul van Veenendaal

As 2011 gets into full swing and many companies think about what they can do better this year, a key area of attention is what you should be doing to provide great customer service.

Over the last couple of months, CSBA has been working with clients on a number of very intensive projects around customer experience.

This involves first, getting absolute clarity on the type of experience the customer wants from the organisation, and second, building the measurements that reflect the ‘right’ behaviour required to deliver that experience – every time.

More and more, what customers really want from organisations is that they are easy to do business with.

CSBA and DiMETRO introduce turnkey Call Quality Assurance Program

  • How do you get a call recording program up and running with a minimum of fuss?
  • Are you sick of those endless battles with Finance and IT?
  • What about those hours spent in endless QA criteria meeting!
Over the last couple of years, CSBA has been approached by many customers wanting to leverage our experience in benchmarking performance to assist with developing and implementing an internal quality monitoring system. It all gets too hard when they realise the cost of the technology and the hoops they have to jump through to deploy it.

We are excited to announce that we have teamed up with an Australian company, DiMETRO, to provide a turnkey solution that can be implemented within weeks.

DiMETRO is the fastest growing Total Performance Management solution in the Australian market and has provided solutions to many well-known organisations.

The solution provides instant feedback and excellent mentoring tools to really improve the customer experience.

CSBA is happy to provide a free 10 call assessment and demonstration.

Please call Paul on 1800 358 081 to discuss.


CBSA Index

1 The University of Adelaide
2 Macquarie Bank
3 Bendigo Bank - Insurance
4 University of Western Sydney
5 AAMI
6 North East Water
7 Médecins Sans Frontières Australia
8 University of Ballarat
9 City of Perth
10 Wyong Shire Council

To find out more about the top 10 click HERE

Customer Service
Benchmarking Australia

PO Box 375
Collins Street West
Victoria, Australia 8007

Toll Free: 1800 358 081
T: + 61 3 9605 4900
F: + 61 3 9642 1741

REQUEST CONTACT FROM CSBA


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November 2010

From the Managing Director

I wish I had a dollar for every time a senior executive says....

‘I spend a lot on Customer Service training for no improvement’.

Over the last few months I have had a number of senior executives say this to me when they see the results of their customer service performance.

The issue is that companies continuously send their staff to generic customer service training programs.  These programs are great as an introduction to the topic, there are also tax rebates that make it almost cost neutral.

Management say they cannot understand why customer service performance remains low after they have spent so much on training.

Why does this happen?

Keep reading HERE

Paul van Veenendaal

Every contact that is made is an opportunity to impress.

This contact could change the way you as a tertiary institution are seen by the public and your departmental staff. How do you know if you can improve your customer service and how you know what your customers are experiencing now?

CSBA is a proud sponsor ATEM (Association for Tertiary Education Management) since 2006. Our benchmarking program will run again in conjunction with the 2011 conferences.  The program benchmarks your institution against Australia’s top 30 tertiary institutions.  This year we are introducing our Customer Satisfaction Program to suit existing student service experience assessment.

A master class for the participants will once again be run on the day before the conference.

CSBA congratulates the following clients for their recent customer service awards achievements

CSIA -  Australian Service Excellence Awards 2010

National Division of a Large Business

Winner – BT Financial Group

Winner Australian Service Excellence Awards Best of the Best 2009/10

Winner – BT Financial Group

National Local Government

Highly Commended – City of Melville

ATA Awards 2010

Qld Contact Centre of the Year >120fte

Winner - A&G Insurance Holdings

Vic Call Centre < 50 fte

Winner - City of Melbourne

Team Leader of the Year

Winner - Debora Hartley, A&G Insurance Holdings

Centre Manager of the Year

Winner - Mark Deighton, A&G Insurance Holdings


CSBA Index

1 University of Western Sydney
2 Aurora Energy Business
3 Wannon Water
4 Wyong Shire Council
5 Médecins Sans Frontières Australia
6 Launceston City Council
7 Gold Coast City Council
8 Coliban Water
9 Gippsland Water
10 CARE Australia

To find out more about the top 10 click HERE

CSBA Christmas Closure
CSBA will be shut for the holiday period from close of business Thursday 23 December and reopening on Tuesday 4 January.

We wish you all a safe and  Merry Christmas.

Customer Service
Benchmarking Australia

PO Box 375
Collins Street West
Victoria, Australia 8007

Toll Free: 1800 358 081
T: + 61 3 9605 4900
F: + 61 3 9642 1741

REQUEST CONTACT FROM CSBA


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August 2010

Customer Journey Mapping

Traditionally companies establish performance metrics and then try to fit customer satisfaction around those metrics. Why not take an outside-in approach: understand your customers first and then design everything around them.

Do you have gaps in your understanding of the experience that your customers are undergoing?

Would it help you to have high impact feedback to challenge conventional thinking?

Do you have processes which generate significant rework or customer complaints?

Rave reviews for the inaugural LGMA WA / CSBA Customer Service Forum!

On 23 June 2010, the first LGMA /CSBA Customer Service Forum was held in Perth. Working in partnership with the WA division, Customer Service Benchmarking Australia presented a one day forum for Directors, Senior Managers and Customer Service staff focusing on Customer Service and the issues it represents.

With 78 delegates attending from 29 councils across metropolitan and regional WA, the event was extremely well attended.

The key objective of the day was to discuss customer service trends and issues in local government and to workshop solutions. The forum also provided an opportunity for delegates to meet with their counterparts from across WA.

From the Managing Director

Why do most companies measure the wrong numbers in customer satisfaction?

Last month I had the opportunity to make Customer Satisfaction presentations at a number of senior management forums.

The discussions following my presentations convinced me that there is a genuine and growing interest in the delivery of good customer service. These conversations also made me aware that the managers of many organisations do not know what to measure and some measure the wrong things.

In telephone contact, customer service managers appear to be too preoccupied in monitoring and improving the connect time to an Agent. Although getting through to a real person in a reasonable time is important in providing good customer service, it is far from the be all and end all of the process.


1 Budget Direct
2 Médecins Sans Frontières Australia
3 University of Western Sydney
4 Wannon Water
5 AAMI
6 Launceston City Council
7 Aurora Energy Business
8 Wyong Shire Council
9 Mildura Rural City Council
10 The University of Sydney

 

How good is your company at handling customer complaints?

Participate in the CSBA 2010 complaints benchmarking program.
Click HERE to find out more.

Customer Service
Benchmarking Australia

PO Box 375
Collins Street West
Victoria, Australia 8007

 

Toll Free: 1800 358 081
T: + 61 3 9605 4900
F: + 61 3 9642 1741

REQUEST CONTACT FROM CSBA


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June 2010

From the Managing Director

CSBA on the move
This month is a very exciting time for the team at CSBA. As many of you will be aware, in recent times our team has grown and as such we need more space.
We are now in new offices at Level 5, 10-16 Queen Street, Melbourne.
Thank you to all our valued customers who have supported us over the years, allowing us to continue to grow. Please feel free to drop in and have a coffee and chat if you are in the area.
Paul van Veenendaal

 

 

In May I attended a Net Promoter Score® workshop in Singapore where I had the opportunity to hear Richard Owen speak (author of ‘Answering the Ultimate Question’). It is certainly interesting to see how the NPS model is developing.
NPS is moving from being a Metric to more of a discipline; becoming less about a score and more of a business outcome.
When I meet with companies to discuss being more of a customer centric organisation they typically talk about wanting ‘more than just a number like NPS’. The goal is to develop a culture that takes an interest in understanding and improving the customer experience represented by NPS. In effect the NPS has developed into an improvement program focusing on understanding the drivers and setting programs to improve those drivers.
There is also a real focus on moving Passives to Promoters rather than trying to save Detractors. At best you can only realistically expect Detractors to become Passives.
The more I listened the more I heard talk around getting employees engaged in the whole program. Companies are developing very detailed roadmaps for improving their culture; many elements of culture improvement focus around agents’ listening and engaging manner abilities. It appears that getting agents to provide an appropriate manner and hone listening skills are great first steps in improving customers’ perception of a company.
On a final note, NPS benchmarking should only be done within your own industry, region, market and product. Trying to benchmark outside your industry, region, market or product is basically useless as each market is different.
Should you wish to find out more please feel free to contact me on 03 9605 4900 or use our online enquiry form.

 

Paul van Veenendaal


1 Médecins Sans Frontières Australia
2 Gold Coast City Council
3 Flinders University
4 University of Western Sydney
5 GWM Water
6 AAMI
7 Launceston City Council
8 Aurora Energy Business
9 jobsjobsjobs
10 Wannon Water

 

 What does CSBA do?

  1. Customer Satisfaction Surveys
  2. Mystery Shopping
  3. Customer Service Improvement Programs

Click HERE to find out more about how we can help you.

Customer Service
Benchmarking Australia

PO Box 375
Collins Street West
Victoria, Australia 8007

 

Toll Free: 1800 358 081
T: + 61 3 9605 4900
F: + 61 3 9642 1741

 

REQUEST CONTACT FROM CSBA


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February 2010

From the Director

Quality Assurance Programs can make or break the customer experience and your business

Organisations that continually deliver a great customer experience do so because they set very clear expectations of the service experience they wish to provide to their customers. They then work hard to ensure that every member of their team delivers this consistently.

One way to have consistent customer experience is through a well structured Quality Assurance Program. Over the years we’ve seen a range of QA programs, some that have worked well and others that have failed. We now have a fantastic knowledge base of Customer Experience QA. From this knowledge base we’ve identified the key success factors for developing and implementing such a program.

Paul van Veenendaal

One of the most important skills required in running an effective customer service team or department is a team's ability to turn a difficult issue into a positive experience.

In this Workshop, Robyn Reilly and Allison Collier will provide an effective framework for understanding and dealing with difficult issues in a way that maximises the experience for customers and staff.

The Workshop will ensure that you:

  • Understand the two types of customer complaints
  • Understand the very different approach customers expect for each type of complaint
  • Implement simple tools and strategies to meet customer expectations
  • Develop techniques to deliver customer satisfaction and business expectations

CSBA welcomes our new Business Development Manager

Becky Hargrove joined CSBA as our Business Development Manager after spending 10 years working within the automotive consultancy industry, both in the UK and Australia.

With a strong background in IT operations and helpdesk management, Becky most recently managed the accounts, sales and business development of an online media portal, data services and bespoke IT solutions.

At CSBA, Becky is responsible for developing Customer Service Improvement programs within the education, local government and automotive sectors. Highly experienced in establishing long term business partnerships, Becky is a consultative and proactive business partner who is committed to working with clients to help them understand, measure and improve customer service within their organisation.


Best Telephone Service Providers for Quarter 2

Aid Organisations
Médecins Sans Frontières Australia

Airlines
Webjet

Banks – General
Westpac

Electricity
Aurora Energy – Business

Insurance Companies
Budget Direct

Internet Service Providers
iiNet

Local Government
Mildura Rural City Council

Managed Funds
BT Funds Management

Parcel Delivery
DHL

Telecommunications
Telstra Mobile

Tertiary Education
The University of Adelaide

Water
Wannon Water

Customer Service
Benchmarking Australia


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November 2009

From the Director

Every day customers are calling your contact centre and assessing the service experience. They’re also being approached by your competitors, offering a better deal. Chances are they will also check out your offering prior to making a change.

How well your company performs on this touch point is critical to reducing customer churn. Getting an external and independent assessment of your company’s selling experience is the only real way to see if you are matching the best companies in providing a great selling experience.

CSBA has been assessing the customer service of over 150 clients for over 10 years. If you would like to find out how we can help you, please call us on 1800 358 081.
Paul van Veenendaal

Balanced scorecards for Customer Service provide the right ingredients for successful companies.

Too many times we see Grade of Service (% of calls answered in 30 seconds) as a leading measure of Customer Service. This is an incredibly misleading indicator of and rarely has any link to the provision of great customer service. In fact it can do the exact opposite and force agents to provide poor service in order to get to the next call faster.

So what is a balanced scorecard for Customer Service?

Economical. Comparable. Effective.

If you are a member of an industry association, CSBA is able to provide an economical way to find out your company's Net Promoter Score, why your customers gave you the rating they did, and how your score compares to that of other members of your association.

Participants can share their individual information if they wish or remain anonymous, but everyone learns how their overall association performs and their relative place in it.

 


1 Plan Australia
2 Coliban Water
3 University of Adelaide
4 University of Western Sydney
5 Wannon Water
6 GWMWater
7 Shire of Kalamunda
8 Mildura Rural City Council
9 ActewAGL Retail
10 Flinders University

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