Part of our approach to a strategic partnership is our customer measurement system called “Voice of Customer Insights.” Building an empowered team that is able to create an emotional bond with each customer during the process of providing superior quality service is the goal of our Performance Maximization Model. The model focuses on trending the knowledge, skills and behaviors (KSBs) measured during high performers’ customer interactions to understand what is directly correlated to customer resolution, satisfaction and ultimately long term engagement leading to higher customer profitability. This enables us to provide valuable customer insights to our clients’ business groups and to provide our agents with enhanced knowledge and skills to handle different situations that directly correlate to positive or negative customer satisfaction results.

As an example, for one of our clients we were getting a high number of contacts (voice, email, chat) related to the registration process. As we listened to the issues/questions/etc. we began sorting the inquiries (“drivers”) that were causing confusion and triggering a contact into different groups. After going through the process ourselves and talking to customers about the process, we provided recommendations to the client to revise the navigation on their website and the point at which information and options (to call, to chat) were provided, including specific ideas on the actual verbiage based on what customers were finding confusing.