Customer Contact Assessment

During this assessment analyse a rather large sample of customer contacts, from each desired channel and determine to what extend the agents are actually using the potential of each individual contact.

In the analysis we focus on the following key questions:

•   Did the agent really get in touch with the customer?
•   Did the problem or question of the customer become completely clear?
•   Did the agent show ownership for either the question or the problem?
•   Is the problem fully solved or the question fully answered?
•   Was the full commercial potential of the conversation achieved?
•   Were the potential churn triggers or signals addressed and handled well?

The assessment is fully tailored to the customer’s needs. By carefully selecting the contacts, and relating them to internally used measurements like NPS or FTR, we can create very specific insights in the possible areas of improvement.

The final product is a powerful analysis, showing both the improvement potential as well as the improvement areas and measures.