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:
- Effectively handling phone and email enquiries and creating a positive first impression.
- Answering unasked questions to provide the student with everything they need to know.
- Providing exceptional experiences and resolving enquiries to reduce call-backs.
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.