There is a change in business today. Just as Copernicus shocked the world with his scientific discovery that the Earth was not the center of our solar system so too are today’s business executives now recognizing that the “customer” is our heliocentric model.
In other words, today’s customers expect a high-level of interaction and exceptional customer service. Can your organization do more to meet those expectations?
That’s where Speridian Technologies can help with its proprietary Customer Experience Advisory Services. By focusing on the key performance indicators for customer interaction and assessing the maturity of the customer relationship strategy and processes for the business, Speridian can help an organization dramatically improve the customer experience, driving bottom-line results.
Here are some examples of customer experience / interaction KPIs that Speridian has been able to improve for its clients that have utilized the Customer Experience Advisory Services:
- First Call Resolution (FCR): Percentage of calls that are resolved the first time with no follow-up required. Benchmark: Between 70 and 75%.
- Supervisor Escalation Rate: Percentage of calls where the caller requests to speak to a supervisor for resolution. Escalations are caused by a lack of agent knowledge and/or service/product issues. Benchmark: Less than 10%.
- Customer Satisfaction (CSAT): An average score of how a customer feels about a service or a productt. It is often presented through a question at the end of each call asking how satisfied the customer was with the call, on a scale of 1-10. Benchmark: Varies by industry, but generally above 75% is acceptable.
- Net Promoter Score (NPS): A measure of customer loyalty. It is often presented asking “how likely would you recommend our service/product to a friend or colleague?” Benchmark: anything above 50 can be considered “Excellent” and anything above 75 “World-class”.
Speridian Technologies, utilizing its proprietary Customer Experience Advisory Services, will review, assess and evaluate your application systems, resources, business processes and industry best practices to create your personalized maturity map for achieving the highest customer interaction and engagement—which ultimately leads to higher net income. An example of a Maturity Map is shown here.
