Customer Service Benchmarking Australia
Business Consulting in Melbourne

Customer Service Benchmarking Australia (CSBA) offers a range of solutions that are designed to help organisations understand, measure and improve the customer service experience. The results provide an excellent review of the current performance as well as a road map for achieving best practice. Customer Service Site Review CSBA Customer Service Site reviews are conducted by experts in the call centre environment. The Journey Mapping then defines the steps required to action what customers define as great service. CSBA then identifies the preferred customer experience journey. CSBA then provides a comparison with the organisation’s belief of the same experience process. Customer Experience Journey Mapping CSBA Customer Experience Journey Mapping gives organisations a clear and accurate picture of the current customer experience. The results are effective training programs with immediate and continual improvement over time. All CSBA training consultants have a minimum of 10 years experience in training frontline staff. CSBA has a team of highly skilled consultants that take the results of customer surveys and develop a comprehensive training program designed to improve the consistency of the Customer service experience. Customer Service Training No other customer service training program provides clear measures on the performance of training programs. The CSBA Customer Satisfaction Benchmarking program bring together companies from like businesses, conducts a customer satisfaction survey and then presents the results and benchmarks in a workshop environment. CSBA also offers industry specific customer satisfaction programs. The information captured now happens across a range of channels (phone, IVR and email) and the reporting has become more user friendly, actionable and ‘real time’. Customer Satisfaction Survey Customer satisfaction surveys are now an integral part of any organisations’ business improvement program. Languages covered include Arabic, Korean, Persian, Vietnamese, Mandarin and Cantonese. Additionally, CSBA is able to measure the performance of interpreters and provides feedback for calls where Language Other Than English (LOTE) is used. Service, Sales, Hardship or specific product information. calls, and can cover a range of areas including. The assessments can be conducted on mystery shopping calls or real customer. CSBA’s comprehensive and rigorous Customer Service measurement criteria, combined with our assessment methodology provide an excellent resource to conduct independent External Quality Assessment (EQA). CSBA provides the ability to listen to calls and rate the service experience. Yet less than 50% of staff receive regular feedback of how well they handled the Customer Service interaction. External Quality Assurance All front line staff require feedback on performance. CSBA has the capability to measure the consistency of the Customer Service Experience across all channels and activities. But how do you know that the clients service experience is consistent across all these?. The customer service experience occurs across many channels (phone, service, web and email) and activities (sales, face to face, bill enquiries and hardship). Tailored Mystery Shopping. CSBA also offers industry specific programs to provide a robust and independent benchmarking assessment of key industry players, followed by a forum to share and learn from the results. Conducted among 250 companies and across 15 industries on a quarterly basis, it is Australia’s most quoted and reliable Customer Service Benchmark measure. The CSBA telephone mystery shopping benchmark program is the leading Customer Service Benchmarking program in Australia. Customer Service Benchmarking. If your organisation is committed to providing excellent customer service, CSBA has the knowledge, experience and the right solutions. (more).