Predicting Accurate CSAT Through Call Quality

The growth and success of businesses rely heavily on customers. It is essential that businesses provide excellent products and services to ensure customer satisfaction. One of the performance metrics to measure such satisfaction is CSAT. The case study focuses on essential performance metrics, i.e., CSAT, and predicting its accuracy.

Our Client

Our clients deal in the global banking & financial service sector (over 50 nations). The client provides retail, wholesale, and investment banking services, along with wealth management, mortgage lending, and credit cards. Our client has about 48 million customers and 4,000 agents, receiving up to 2,350,000 calls per month.

The Challenges

▸ Identifying factors that drive the customer experience with our analytical approach, Key Driver Analysis.
▸ Analyze the metrics implemented to evaluate whether the service quality is consistent with customer satisfaction.
▸ Amendment of QA arrangement, ensuring quality scores to forecast the customer experience.

Learn more about our take on operations of the global banking & financial service provider, resulting in improvement of operational productivity and minimizing the staff requirements.

Download this case study to learn more about how we helped a global logistic provider increase efficiency and lower staffing requirements through interactive virtual communications (IVC).