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1 CSAT Session PPT Created Dec 1, 2013 01

2 CSAT Action PPT Report Analysis Added

Apr 4, 2014 02

C-SAT Actions

Objective of this Training…..

What is C-SAT?

Why is it important?

Reason for Low Scores

Parameters on which C-SAT is mapped

Control Mechanism

Organization Target

Report related to C-SAT

What is C-SAT.....

Customer Satisfaction is important and the same is measured by calling the customer and taking his/her feedback over the last call by the C-Sat team in the Quality Department.

Customer satisfaction is a measure of the satisfaction of the customer, and how the service delivered meets customer expectation.

Why it is important......

Customer satisfaction is essential for our business. If our customers are satisfied they are likely to purchase/recharge from us rather than migrating to competition.

So, how do we measure customer satisfaction?The CSAT is measured by taking customer/subscriber feedback which is also termed as VoC.

And how can we increase customer satisfaction?CCE should understand the basic of customer service and how they should treat the customer but also should know the products and services thoroughly to help resolve issues quickly.

Dishtv Process

Parameters on which C-SAT is mapped for CCEs

Politeness & Courtesy

C-SAT

Complaint Resolution CCE Understanding

CSAT IB QuestionnaireS.No INBOUND

1 Kya aap ko dishtv contact number ki jankari uplabdh hai?

2 Kaya aap asani se call center se sampark kar paye?

3 IVR dwara diye gaye nirdesh aap samjh paye?

4 Kaya IVR pe de gayi jankari sahi aur puri thi?

5 Jis agent se aapki baat hui kaya aap usse santusht hain?

6 Kya aapke concern ko customer care adhikari samjh paye?

7 Agent k diye huye samadhan se aap santusht hein?

8 Kya humare agent app se call pe vinamrata se baat kar rahe they?

9 Kya apki call ko hold pe rakha gaya?

10 Kitni der hold pe rakaha gaya?

11 Aapki inqury/concern according aap diya gaye samdhan se santusht hain ya nahi?

12 Is vishe mein apne dishtv mein kitni baar sampark kiya?

13 Jo samay lia gaya apki ki samsyaya k samdhan k liye, kaya aap usse santusht hein?

14 Call center k anubhuav ko aur bhetar banane k liye, kya aap koi sujhav dena chahate hein.?

CSAT OB Questionnaire OUTBOUND

1 Jo call aapko dishtv ki oar se ki gayi thi uski overall experience ko kis tarha rate karenge?

   

2 Kya aapki call hold pe rakhi gayi thi?

   

3 Aap ki call kitni der ki hold pe rakhi gayi?

   

4 Kya aapki query/concern aapki santusthiy tak puri ki gayi?

   

5 Aapki query or complaint ko resolve karne me lage time se aap kitna santustha hai?

   

6 Yadi aap dish tv call center ki anubhav ko behtar bana k liye koi sujhawa dena chate hai?

CSAT BE QuestionnaireS.No BACKEND

1 Jo Call/Mail aap ne receive ki thi kul mila kar usaka anubhav aapka kais raha?

   

2 Kya aapki call hold pe rakhi gayi thi?

   

3 Aap ki call kitni der ki hold pe rakhi gayi?

   

4 Kya aapki query/concern aapki santusthiy tak puri ki gayi?

   

5 Aapki query or complaint ko resolve karne me lage time se aap kitna santustha hai?

   

6 Yadi aap dish tv call center ki anubhav ko behtar bana k liye koi sujhawa dena chate hai?

IMPORTANT C-SAT QUESTIONS

Note: Associate need to achieve the score of >=65 in the top 2 Parameters. Associate need to achieve the score of <=7 in the bottom 2 Parameters.

Question Excellent Very Good Good Fair Poor

(A) Jis agent se aapki baat hui kaya aap usse santusht hain?

  

(B) Is vishe mein apne dishtv mein kitni baar sampark kiya?

 

(C) kya humare agent app se call pe vinamrata se baat kar rahe they?

 

(D) Aapki inqury/concern according aap diya gaye samdhan se santusht hain ya nahi?

 

(E) Kaya aapke concern ko customer care adhikari samjh paye?

 

(F) Jo samay lia gaya apki ki samsyaya k samdhan k liye, kaya aap usse santusht hein?

 

Top 2 boxes Score 4/6 = 66.7%

Bottom 2 boxes Score 1/6 = 16.7%

Reason for Low ScoresIt is directly related to our ability to resolve the query. It actually impacts the overall experience of the customer.

But why it happens??????

When we don’t listen to customer query attentively.

When customer ask two questions on a single call and we resolve only one.

When we take longer time to resolve the query and customer disconnects or gets impatient.

When we share incomplete information and customer has to call back again for same or related concern.

Control Mechanism

Complaint Resolution (How to Improve)

1. Wrong Amount informed for Pay term benefits.2. Incorrect contact details updated (Name, address or RMN)3. Wrong offer details shared with the customer without checking the eligibility.4. Incorrect Package / Ala-carte price informed.5. MOD related wrong timings / channel / price / TAT informed.

1. Advance downgrade request option not given to the customer.2. Advance request option for Ala-carte deletion not given to the customer3. Missed to inform that connection should not be deactivated during the advance request

period.4. TAT not informed to the customer ( customer is front of TV/Not in front of TV)5. Locking period not informed for Ala-Carte.6. Single Transaction Concept not informed to the customer to avail pay term benefits.7. Renewal date will be changed - Pack Upgrade/Downgrade, Ala Carte Addition/ Deletion.8. Not informing that the package cost is applicable for 30 days.9. Hardware applicable not informed on the service Call.10. Verification not done on the call11. Pin code / TAT not informed while activating the MOD

Incorrect Information

Incomplete Information

1. Wrong complaint forwarded2. Wrong TAT informed for forwarded complain.3. Not informed to pay the recharge amount to the technician in VC deactivate Service related

cases.4. Wrong HW charges / visit charges informed to the customer.5. Incorrect troubleshooting steps followed without confirming the error message

1. Call back not arranged on Actionable/Complaint Call drop cases2. Incomplete troubleshooting.3. Weather not confirmed in signal related and channel skipping cases.4. Not updated the RMN / Email after confirming from customer5. Concern not addressed completely.6. Complete address along with the Pin code, call back number and alternate call back number not

updated in case of Service Call.

Incorrect Action

Incomplete Action

Complaint Resolution (How to Improve)

Politeness and courtesy of the call center executive(impacted overall experience of the customer).

Polite & Courteous (How to Improve)

When we don’t welcome them with our tone & greeting

When we don’t listen to them and interrupt the caller

When we don’t use PLEASE (while confirming or probing details) , we may sound demanding and impatient.

When we don’t thank the customer for sharing required details

Call courtesy

Parameters pertaining to Soft skills which impacts Polite and Courteous

1. Lack of patience level2. Lack of good listening skills3. Lack of empathy where required4. Interrupting the customer during the call5. Unprofessional Tone and pitch while conversing with customer.6. High ROS7. Distraction while on live call.8. Personal issues impacting the professional attitude.

For Example : Customer is repeatedly calling for some concern & at the beginning of the call starts shouting. Here the associate attending the call is not responsible for this behavior of the customer however he is responsible to ensure and provide the resolution to this customer.

Empathy is very important tool to be used in these kind of scenarios.Words Like samajh sakta hoon, nishchint rahiye can be used in such situations. Never interrupt the customer in between when he is shouting.Be a good and patient listener.

Polite & Courteous (How to Improve)

CCE Understanding (How to Improve)

Reasons

Poor Listening skills is the major contributor in misunderstanding the customer concern.

Jumping to conclusions without letting the customer finish his statement.

Poor knowledge of the process and updates.

Using lot of jargons while speaking to the customer.

Solutions

Paraphrase with the customer for precise understanding

For e.g if the associate is unable to understand the missing channel name provided by the customer he can further ask and confirm the same from the customer rather asking again bluntly.

Use simpler & easy to understand words while conversing with the customer

Ensure Proper Understanding of the changed process (if any)before login .

Make sure that all the concerns of the customer are noted down somewhere to avoid making the customer repeat his concern

Practice attentive listening and improve the same on daily basis.

Organization Target

Below mentioned are the guidelines according to which customer need to rate as per the question

5 - For Excellent

4 - For V.Good

3 - For Good

2 - For Fair

1 - For Poor

Organization Target

Percentage of Top 2 Parameters should be >=65%

Percentage of Bottom 2 Parameters should be <=7%

WHAT is the CSAT SCORE for your site?

We need to see a jump of 5% in each bucket :-

Overall –

1.Politeness……………………….?2.CC understanding……………...?3.Resolution……………………….?

Reports Related to C-SAT

To View the report Click Here

Microsoft Office Excel 97-2003 Worksheet

Thank You