Customer Service Benchmarking Service
Delivering a great customer experience is proven to result in improved business outcomes such as higher customer retention, increased spending, and an increased Customer Lifetime Value (CLV).
And well-managed contact centres are also significantly more efficient to operate – with quicker calls, less customer call backs etc providing significant savings and less customer frustration, reducing the risk of negative customer sentiment and higher churn which, again, are desired business outcomes.
So it makes good commercial sense to ensure your business is providing a great experience via your contact centre operations, whether its via the phone channel, email or live chat.
In addition to our cost-effective fixed-price Contact Centre CX Benchmarking that compares your contact centre performance against a minimum of 5 of your peers for a fixed price, we also provide our Customer Service Benchmarking Service.
The ACXPA Customer Service Benchmarking Service provides a range of flexible services to help you assess the performance of your contact centre across phone calls, emails and live chat, as well as your competitors if required.
And perhaps even more critically, we also provide you with the expertise and resources to help you to improve your results, whether its to improve customer service, increase sales conversions, or both!
Learn more about our Customer Service Benchmarking Service and Mystery Shopping services below.
Two Options to Assess Phone Calls
Given the diversity in the size, scope, functions, industry sectors etc of contact centres in Australia we have carefully curated different packages to suit a range of different objectives.
Key Types of Mystery Shopping
When it comes to Mystery Shopping services for contact centres, there are two key types – customer service or sales scenarios that we are able to conduct. Click the button below to learn more.
Quality Insights Score (QIS)
When it comes to assessing phone calls, our Quality Insights Score (QIS) framework has been refined for over 30 years and across over 50,000 calls to identify the core competencies and behaviours that directly correlate to improved customer and business outcomes.
Our QIS comprises five core competencies that are underpinned by 18 call-handling behaviours (adjusted for sales or customer service) that, regardless of the industry sector, are proven to deliver improved business outcomes measured across any metric (i.e. NPS, Customer Satisfaction/CSAT, sales conversions, upsells etc.).
In addition to the core competencies, we also measure performance metrics relevant to the channel i.e. call wait times, IVR navigation times etc. that are captured via the Contact Centre Accessibility Score (CCAS) so you can gain insights into what customers are experiencing independent of your own internal reporting.
Depending on your requirements, we can also assess against your own compliance standards such as prescribed greetings, completing ID checks etc.
Contact Centre Accessibility Score (CCAS)
The purpose of Mystery Shopping is to replicate the experience real customers are having when engaging with a business.
Whilst this traditionally incorporates what happens during a call, decades of experience has taught us that many of the challenges customers face also include getting through to a live contact centre agent.
The Contact Centre Accessibility Score (CCAS) measures the experience a customer encounters leading up to the interaction with a live contact centre agent.
The CCAS score is determined by five core comptencies and over 30 individual measures with a brief overview below:
ACXPA Contact Centre Insights Framework (ACCIS)
Reporting that really matters
With copious amounts of data captured during Quality Assessments and Customer Benchmarking, it can be quickly overwhelming trying to interpret complex dashboards and data sets that are not only often confusing, they add a considerable expense to the cost of the service.
With decades of experience running contact centres, we’ve refined our reporting to ensure we only provide you with the information that matters, in conjunction with actionable insights that can be used to improve the quality outcomes of your centre.
Each report includes:
- Your overall score and trends using the ACXPA Contact Centre Insights Score (ACCIS) Quality Insights Score (QIS) and Contact Centre Accessibility Score (CCAS) where relevant.
- Your performance against each of the five competencies and 18 specific call-handling behaviours.
- Your Top Five Priority Recommendations with insights, tips and examples on how to close the gap on your worst-performing metrics.
- Access to all your call recordings and scoresheets (includes notes on each individual call)
The reporting insights are designed to represent an individual, team or organisation’s performance in delivering premium sales and service experiences. The scores, insights and recommendations (i.e. the outputs of our program) are all geared to function and serve as the main input into your coaching & continuous improvement initiatives.
As well as gaining insights into your contact centre’s performance against a range of call-handling behaviours and competencies, you can add optional Comparative Insights.
The Comparative Insights enable you to compare your service against any nominated competitors or peers (where it is possible to mystery shop).
You can nominate the number of competitors you want to compare your service to each month, and using the same mystery shopping scenarios, we’ll include a comparison to your competitors with your monthly report.
The reporting will include the Quality Insights Score (QIS) and the Contact Centre Accessibility Score (CCAS), as well as the overall ACXPA Contact Centre Insights Score (ACCIS) enabling you to identify your key strengths and weaknesses against your competitors based on comparable mystery shopping scenarios.
Quality Insights Workshops
In addition to our standard reporting that provides powerful insights and recommendations, you can also choose to receive a quarterly Quality Insights Workshop facilitated by the General Manager of our Quality Insights Programs, Simon Blair.
These workshops have proven invaluable for our clients to gain direct access to Simon to demystify the requirements for achieving the standards for specific call competencies and behaviours, and provide additional insights and explanations that are much easier to articulate and digest live, than by reading a report!
Additionally, senior stakeholders within your business (that you choose to invite) can use these workshops to assist in the process of developing the ideal strategy and tactics for both short and long-term continuous improvement in building internal capability and performance within the Contact Centre.
Training courses that deliver results
Having data is one thing, but it means nothing if you aren’t using the data and insights to improve your performance!
We provide a range of training courses that are designed and delivered by our General Manager of Quality Insights, Simon Blair, purpose-built to move the dial on your quality performance.
The training is directly aligned to the five core competencies and 18 call-handling behaviours that we use to assess performance and that are directly related to improved customer and business outcomes.
This enables you to invest in training with confidence that will result in a measurable improvement to your quality assessment scores across any metric you use to assess performance (i.e. NPS, CSAT, Sales Conversions etc).
The training is delivered via our key partner, CX Skills which has an average customer review score of 4.9/5.0 over the past four years and has provided training to over 170 Australian companies across sectors including Public Sector, Finance & Insurance, Transport & Travel, Healthcare & Community, Education, Retail, Business Services, Manufacturing & Utilities and lots more.
Learn more about the available courses on the buttons below.
Why Choose Us?
The ACXPA Customer Service Benchmarking Service has been designed by Simon Blair and Justin Tippett, who collectively have over 50 years of experience in running contact centre operations and designing, delivering and optimising quality assessment programs for some of Australia’s leading contact centres to not just deliver a score, but that result in delivering improved outcomes for the business and end customers.
Whether you talk to either Simon or Justin, the one thing you’ll always pick up on is their customer focus, their intimate knowledge of contact centre operations, and the passion they’ve demonstrated for the industry over many decades.
So launching the ACXPA Customer Benchmarking Service is more than just a business venture.
It’s about empowering businesses with the insights and knowledge to help them deliver improved results that benefits their employees, their business and their end customers, which, in turn, benefits and strengthens the entire industry.
Some of the reasons why people choose ACXPA to deliver their quality insights:
- Our assessment model is based on decades of experience, having personally analysed over 50,000 calls to intimately understand the drivers of great customer experience in the real world, not based on textbooks and theory.
- Our programs are built on running successful contact centre operations for small to large centres across a variety of industry sectors so we understand how contact centres work and the nuances between public sector and private contact centre operations.
- We incorporate our industry expertise and experience to provide insights and recommendations to help you improve your performance, not just report on a set of numbers.
- We offer both fixed-price and flexible solutions so you can choose what works best for your business.
- We do more than just assessments! ACXPA is the leading resource for contact centre professionals in Australia with over 15,000 unique visitors to our website every month accessing our content to learn industry best-practices.
Flexible Options to suit all Business Outcomes
There is no question that external and independent quality assessments and mystery shopping should be a critical component of any contact centre operations to help them gain valuable insights and, ultimately, improve their performance.
But many have been put off by either the complexity or high cost of implementing a program.
With our decades of experience, we can help remove the complexity for you and we’ve got a range of flexible options to enable you to purchase the service that provides the best outcomes for your business.
So whether you’d like to use our service to supplement your own internal QA program, or you’d like a completely outsourced and independent solution, we’re happy to provide you with a clear and transparent solution with cost-effective pricing to help you deliver a great outcome for your business.
Our Customer Service Benchmarking Service options include:
Ready to discuss your Customer Service Benchmarking requirements?
Contact us Now
If you’d like to learn more about how ACXPA can assist with your Customer Service Benchmarking, contact us at 1800 0 ACXPA (or +61 39492 2871), email us at [email protected] or leave your details below and we’ll contact you directly.
Our office is open Monday to Friday, 8:30 to 17:30 AEST/AEDT.
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