Contact centre technology specialist Performance Telecom’s advanced survey tools will help companies participating in the Right First Time programme to not only meet the requirements of the that independent standard but also to achieve the European Union’s increasingly important EN15838 accreditation, as well as gaining specific insights into self-defined customer service criteria.
Michael Allen, Practice Leader at Right First Time Contact Centre, said: “Our new partnership with Performance Telecom allows us to widen the options we’re able to offer our clients in terms of facilitating the ongoing customer surveys that are necessary to achieve and retain the Right First Time standard. But the adaptability of this exciting technology means clients in the industry can go even further, working towards EN15838 accreditation if they wish, and even developing tailored surveys that generate very specific data that can be leveraged in a variety of ways.
“There are two stand-out elements of the Performance Telecom solution that really add to our proposition. The first is the ability to gather real-time information and display it on wallboards within the contact centre as a motivational mechanism for staff. The second is the simplicity of the reporting tools, which make it easy for managers to retrieve the data they need.”
Right First Time Contact Centre®– whose clients include eBay, Boots, P&O and Orbit Group – offers a customer service standard that is achieved by scheduled running of a telephone survey comprising six key questions which cover first contact resolution (FCR), net promoter score (NPS) and agent behaviours.
This allows companies to display the Right First Time Contact Centre logo as an assurance of high quality service to customers, whether they are consumers or trade clients. Additionally, the instigation of regular surveys also enables companies to track performance levels over a period of time, which can be vital in driving continuous service improvements.
Performance Telecom’s clients include Toshiba, RCCL, Samsung, Motability, NSPCC, Boots, Financial Times, National Holidays, Red Funnel Ferries, Orange, and Royal Caribbean.
Performance Telecom’s National Sales Manager Alan Cohen said: “Customer service is an increasingly important differentiator for companies aiming to maintain and grow their market share in a tough economic environment. Our technology assists organisations in raising customer satisfaction levels in a variety of ways, one of which focuses on tracking the customer experience to get an accurate and up-to-date insight into performance. It’s absolutely vital to know exactly what you are delivering before you can realistically seek to improve it – and then you can measure the impact of newly-introduced policies or procedures.
“The reason we’re so pleased to be working with Right First Time is that both needs can be addressed. The Right First Time symbol is an immediately-recognisable reassurance to customers – and the process of achieving that standard can produce valuable insights that drive further improvement.”