CSBA’s best practice approach to CX Quality Assurance focuses on behaviours and factors that can be controlled and influenced by front-line agents.
Results aren’t clouded by customer’s opinions and attitudes towards pricing, company policies, procedures and processes – they’re a pure and objective CX assessment that allows you to:
At CSBA we measure key behaviours that are within the control of the agent under assessment, and that are aligned with the three pillars of customer experience:
CSBA’s best practice approach to CX Quality Assurance assessments ensures independent, objective and defendable QA data.
We can conduct assessments in 2 ways:
CSBA’s assessment team analyse and assess your customer interactions using real-life call recordings and email or chat transcripts.
Posing as everyday customers, with everyday questions and needs, CSBA’s assessors contact your organisation and perform an independent and objective assessment of the experience.
