According to the Harvard Business Review, Companies could improve profit be at least 25% Just by reducing Customer Defections by 5%”, said Taylor. The key to reducing defections is to ensure that companies and their call centers are delivering a satisfying experience when they phone the call center”

1. Customer Quality Reporting:
True Customer Satisfaction
Measurement
Offered Exclusively by:

2. Reality
”The single most important thing to remember
about any enterprise is that there are no results
inside its walls. The result of a business is a
satisfied customer.”
- Peter Drucker
“Companies could improve profit be at least 25%
Just by reducing Customer Defections by 5%”
- Harvard Business Review
One dissatisfied customer tells 25 others about his
experience, on Twitter that could be25,000

3. Research Tells Us
• Satisfied Customers are critical to the success
of any business
• 92% of consumers judge an organization
based upon their Call Center experience†
• Call & contact centers struggle to gain
meaningful research metrics
† Perdue University

4. The Challenge
• There is no customer satisfaction (CSAT), Net
Promoter (NPS) or First Contact Resolution
(FCR) data,
• If there is CSAT or NPS data it is not related
solely to the call center, but is a corporate or
omnibus result,
• If there is FCR data it is likely based on stand-
in data ( 2nd contact within x hours/days)

5. The Problem
• Dissatisfied customers leave, lower CSAT
scores show customers at risk for defection,
• If you NPS score shows more detractors than
promoters you will have trouble ahead,
• Lower FCR scores increase center costs, drives
dissatisfaction,
• Yet your center has none of the above metrics
available…

6. Customer Quality Reporting
(CQR)
CQR Measures CSAT, NPS and FCR on:
– Enterprise wide
– Center wide,
– Team level,
– Agent level,
– Trends
Tracks improvement or regression
Gives you the tools to measure the impact of
CSAT, NPS and FCR in financial and non-financial
terms

7. Center & Enterprise Reports

8. Agent & Team Reporting

9. Trend Reporting
Plus- Expert commentary and Recommendations

10. Costing
$35 per agent per channel (voice, Chat, Email)
One time Set Up fee of $2,500
A center with 25 agents to evaluate one channel is
$875/month
A center with 25 agents to evaluate three channels
is $2,625/month
A center with 100 agents to evaluate one channel is
$3,500/month
A center with 100 agents to evaluate three channels
is $10,500/month

11. Limited impact on your center
Taylor Reach manages the program;
– Receives the customers to be sampled (a file
containing customer email addresses)
– Creates and maintaining a ‘kill file’ to ensure that
no customer is sampled more than once every six
months,
– Sends out the surveys,
– Receipt, tabulation and analysis of survey results,
– Produces required reporting monthly,

12. For more Information
Phone Colin Taylor – 416-979-8692 x200
Email – ctaylor@thetaylorreachgroup.com
Web –
http://thetaylorreachgroup.com/quality/custo
mer-quality-reporting-true-customer-
satisfaction-measurement