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Saturn proves a real star
Thursday April 30th 2009. Posted: 09:35
A tool that measures customer satisfaction is being rolled out across consumer service management and business repair following its success in billing and enquiries (B&E).
Saturn was launched in B&E more than a year ago. Since then, customer satisfaction has increased by 32 per cent, while dissatisfaction has reduced by 13 per cent. Now 152 and 154 centres are set to reap the benefits of the tool that captures timely feedback from customers. Using an automated system, customers are called back as soon as they’ve completed their call with an advisor. The automated survey asks the customers five questions about their experience with BT, the quality of the call, how it was dealt with, the interaction with the advisor, and whether or not - based on the call - they would recommend BT. Customers also have the opportunity to leave a comment - these have included feedback on topics such as advisor behaviour, the time spent waiting in a queue, and the interactive voice response (IVR) system. The information, particularly when combined with call recording, offers a means of consistently identifying behaviours that deliver an excellent customer experience. It also quickly highlights where behaviours are having a negative effect on customers, giving managers a better idea of the need for coaching and support. “The main benefits to the business are improved customer satisfaction, a reduction in the number of repeat calls and complaints, and an increase in the number of customer issues resolved at first point of contact,” said programme manager Izzy Trenfield. “We’ve already achieved a considerable improvement in B&E with Saturn - this is now a great opportunity for advisors, managers and BT as we look to do the same across 152 and 154.”
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Last updated:
17:55