Net Promoter Score | Customer Satisfaction | First Call Resolution
for Contact Centre
NPS
Net Promoter Score (NPS) which is a metric used in customer experience programs. NPS measures the loyalty of customers to a company. NPS scores are measured with either a single or multiple survey type questions and reported with a number from the range -ve to +ve, a higher score is desirable. NPS is often held up as the gold standard customer experience metric and is used by many Contact Centres to measure and track how they’re perceived by their customers. NPS scores determine segmenting between poor and positive feedback.
NPS Advantage
NPS is often held up as the gold standard customer experience metric and is used by many Contact Centres to measure and track how they’re perceived by their customers. NPS scores determine segmenting between poor and positive feedback.
CSAT
Customer Satisfaction (CSAT) is a measurement used to quantify the degree to which customers are satisfied. They are used to understand your customer’s satisfaction levels with your organization’s products, services, or experiences. In most cases, the term “CSAT” is used in connection with “CSAT score,” which refers to the numerical measure of customer satisfaction. Lake's module presents the CSAT score as a Graphical and Numerical presentation. Contact Centres use CSAT scores to establish a customer’s level of satisfaction at specific interaction times, such as during an inquiry exchange, the moment of purchase, a phone conversation with customer service, or during the onboarding process.
CSAT Advantage
High levels of satisfaction (with positive experiences) are strong predictors of customer and client retention and product repurchase. Customer satisfaction data assist in why loyal customers or clients enjoyed their experience. Effective businesses focus on creating and reinforcing world-class experiences so that they retain existing customers and add new customers.
FCR
First Call Resolution (FCR) is a metric when a customer query is resolved the first time they make contact with a business. To maximise operator time, the number of calls taken per day and customer experiences surveyed, it’s optimal to resolve problems at the time of first contact. It’s the key to distinguishing if, overall, you have a happy customer base.
FCR Advantage
According to Microsoft’s State of Global Customer Service Report, having an issue resolved in a single interaction was the single most important aspect of good customer service for the majority of respondents. Around 61 per cent of respondents said that they’d stopped interacting with a brand because of poor customer service, while 58 per cent of respondents indicated that the quality of customer service was important for their loyalty to the brand.
Transcribe Facility
Lakes NPS/CSAT module allows the customer to leave a message* when presented with a survey. The message is then presented to the contact center management in text format that can be easily read and analysed.
*facilty available based on the platforms capability
Transcribe Advantage
When a message left by the customer is analysed and there is further investigation required, the administrator can perform a deep dive of that interaction by analysing the entire interaction * to better understand the issues related to that particular transaction.
*facilty available based on the platforms capability
