“I was really grateful for the conversation, and it has made an extra positive spin on entering the university.”
“They did cover the questions I had, but they didn’t proactively give me information on the things that I didn’t ask that could have been helpful to me.”
The best measurement of customer experience transformation is not just in measuring the external customer experience but in the behaviour change in contact centre and customer facing staff.
Your CSBA ATEM (Australian Tertiary Education Management) results will tell you if your team members are:
Your goal is to maximise enrolments via high conversion rates from enquiry to enrolment. You can achieve this by controlling the controllables. You can only control what you know.
The ATEM Future Student Benchmarking Program will tell you what you need to know to maximise your team’s performance and provides you with actionable insights to make positive behaviour change on the frontline.
What you do with the data will help you stand out from the pack.
A highly trained and experienced team of CSBA assessors contact your institution posing as a prospective future student. A total of 80 interactions are assessed including 40 phone calls and 40 email assessments. Live Chat interactions can also be assessed, separate to the ATEM results.
The nature of each interaction is designed to assess the overall experience your team provide during the interaction, using enquiries of a general nature. The assessment criteria is based on CSBA’s best in class ‘SenseCX’ customer experience methodology.
The top-ranking institution will be awarded the 2024 ATEM Customer Experience Excellence Award.
Each individual assessment and summary data is stored in your secure SenseCX Reporting Portal with information accessible at the click of a button. In addition, a custom report of your ATEM results will be presented to you on completion of the project summarising your results with key findings, insights and recommendations – and of course, the Benchmark Ladder.
You can use the dashboard to:
VIEW your overall performance
IDENTIFY opportunities to improve
ACTION new initiatives and business process improvements
FILTER data and analyse performance by agent, channels and enquiry types
LISTEN to call recordings
EXPORT raw data, statistics and reports quickly and easily.
The syndicated nature of the program allows you to benefit from cost savings, providing exceptional value for money. Choose from three program options: Base, Advanced and Premium with inclusions detailed in the table below:
You can tailor the program to your specific needs, for example additional sample, Live Chat assessments, agent training and/or more comprehensive reporting or assessment of additional departments.
