竞争策略--Building Client Satisfaction Through Your Call Centre.pptVIP

* SQM Group Copyrighted - No Reproduction * Building Client Satisfaction Through Your Call Centre Citizen Satisfaction – Measures of Success Conference Presentation is based on SQM’s Call Centre Service Quality Benchmarking Program About SQM Group… Service Quality Measurement (SQM) Group Inc. is a consulting company that assists call centres in their service quality measurement and management efforts by providing the following products and services... Call Centre Benchmarking Service Quality Scorecard Tracking SQM Report Card? Software Service Quality Management Training We are Canada’s Leader in Call Centre Service Quality Measurement Benchmarking Call Centre Service Quality Benchmarking What is our Call Centre Benchmarking Program about? It’s about comparing service quality performance from the “voice of the client/employee” point of view and “key operational measures” Clients must be the primary source for judging service quality! Call Centre Benchmarking Participation Industries Types… Telecommunications Energy Transportation Retail Banks Insurance Manufacturing Government Call Types… Inquiries Orders Sales Complaints Helpdesk Dispatching Credit Access Types… Telephone Fax Website Email Chat Lines Call Centre Service Quality Benchmarking Program Presentation Overview Methodology Approach Benchmarking Goals Best Practices Balanced Scorecard Customer Metrics Employee Metrics Call Centre Service Quality Benchmarking Program Presentation Overview Methodology Approach Benchmarking Goals Best Practices Balanced Scorecard Customer Metrics Employee Metrics Service Quality Benchmarking Program Goals… Satisfaction ratings for key customer and employee attributes Benchmarking cost of delivering call centre customer satisfaction Importance ranking for key customer and employee attributes Benchmarking customer and employee satisfaction and operational performance Targeting opportunit