Introducing the Call Centre Security Experience Scorecard
4 mins read
4 mins read
Now, more than ever, the telephone channel is absolutely critical to developing customer loyalty and retention. Customers call for a wide variety of reasons:
Successfully meeting their functional and emotional needs takes a great deal of effort and resources. You have undoubtedly spent significant time and money training and supporting your agents to achieve this, but every call will also go through the same welcome experience as everyone else. This first minute or more is also critical for meeting the caller’s needs, it set’s the tone for the rest of the call, can set your agents up for success or failure, and the first impression it provides weighs heavily in the caller’s mind when they reflect on their experience.
It’s a difficult experience to get right. Balancing the competing needs of customer experience, efficiency or your operation, the requirements to maintain security and avoid fraud is really challenging.
Over the last 10 years, I’ve learned a lot about helping organisations dramatically improve their contact centres’ performance by focusing on the five elements of the caller Welcome Experience.
Now I’ve taken the same approach I use in my strategic consulting services, costing thousands of dollars, and made it available to you, online, for free. I want to help all types of organisations improve their telephone welcome experience so that every caller can get the experience they deserve. Every agent can avoid unnecessary or painful processes, and every organisation can reap the rewards of getting it right.
In less than 10 minutes, by answering a few simple questions, the Call Centre Welcome Experience Scorecard will give you a performance score against the three performance dimensions, immediately identifying areas of opportunity, and you’ll also get far a more detailed report with recommendations after I’ve reviewed your submission.
The Scorecard will help you understand how well you do against the three critical dimensions of the Welcome Experience and help you identify and prioritise the changes you should make:
There is no time to waste. The sooner you get started the sooner you will have the insight you need to improve. To get your Scorecard results, you need to provide me with some key data points about your process. Many organisations already report on these, but if you don’t, then the time spent obtaining them will be more than repaid. I’ve had countless opportunities to figure out the best way to present the key insights this data provides. My report’s powerful visualisations will help you communicate the challenges and make a case for improvement in your organisation.
You can start your scorecard now at https://www.symnexconsulting.com/scorecard/