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Overall User Score 5.0
based on 1 reviews

Customer Service Benchmarking Australia

Address: By Appointment, Melbourne, VIC, 3000
Phone number: (03) 9605....
Additional phone: 1800 35....
Fax number: (03) 9620....
Email: Click to view
URL: http://www.csba.com.au
Trading/Opening hours:
Mon: 9:00am - 5:30pm Tue: 9:00am - 5:30pm Wed: 9:00am - 5:30pm
Thu: 9:00am - 5:30pm Fri: 9:00am - 5:30pm Sat: - Closed -
Sun: - Closed - Public Hols: - Closed -  
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About

Customer Service Benchmarking Australia (CSBA) offers a range of solutions that are designed to help organisations understand, measure and improve the customer service experience. If your organisation is committed to providing excellent customer service, CSBA has the knowledge, experience and the right solutions.

Customer Service Benchmarking
The CSBA telephone mystery shopping benchmark program is the leading Customer Service Benchmarking program in Australia. Conducted among 250 companies and across 15 industries on a quarterly basis, it is Australiaâ€TMs most quoted and reliable Customer Service Benchmark measure. 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.

Tailored Mystery Shopping
The customer service experience occurs across many channels (phone, face to face, web and email) and activities (sales, service, bill enquiries and hardship). But how do you know that the clients service experience is consistent across all these? CSBA has the capability to measure the consistency of the Customer Service Experience across all channels and activities.

External Quality Assurance
All front line staff require feedback on performance. Yet less than 50% of staff receive regular feedback of how well they handled the Customer Service interaction. CSBA provides the ability to listen to calls and rate the service experience.

CSBAâ€TMs comprehensive and rigorous Customer Service measurement criteria, combined with our assessment methodology provide an excellent resource to conduct independent External Quality Assessment (EQA). The assessments can be conducted on mystery shopping calls or real customer calls, and can cover a range of areas including Service, Sales, Hardship or specific product information.

Additionally, CSBA is able to measure the performance of interpreters and provides feedback for calls where Language Other Than English (LOTE) is used. Languages covered include Arabic, Vietnamese, Persian, Korean, Mandarin and Cantonese.

Customer Satisfaction Survey
Customer satisfaction surveys are now an integral part of any organisationsâ€TM business improvement program. The information captured now happens across a range of channels (phone, IVR and email) and the reporting has become more user friendly, actionable and â€~real timeâ€TM.
CSBA also offers industry specific customer satisfaction 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.

Customer Service Training
No other customer service training program provides clear measures on the performance of training programs. 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. All CSBA training consultants have a minimum of 10 years experience in training frontline staff. The results are effective training programs with immediate and continual improvement over time.

Customer Experience Journey Mapping
CSBA Customer Experience Journey Mapping gives organisations a clear and accurate picture of the current customer experience. CSBA then provides a comparison with the organisationâ€TMs belief of the same experience process. CSBA then identifies the preferred customer experience journey. The Journey Mapping then defines the steps required to action what customers define as great service.

Customer Service Site Review
CSBA Customer Service Site reviews are conducted by experts in the call centre environment. The results provide an excellent review of the current performance as well as a road map for achieving best practice.
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