Service Experience

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Four steps to achieving quality assurance in your contact center

contact-centerMonitoring and measuring quality assurance, as it relates to the customer service and customer experience that a company delivers, is increasingly significant for companies as the business world evolves, and as the customer is more informed, educated, and sophisticated.  Just to clarify, I am not talking about the quality assurance or quality control as you may see on those little round inspection stickers placed on the inside of a new t-shirt.  I’m talking about the quality assurance that monitors and measures if standardized, company-mandated processes and procedures are being followed when interfacing with a customer.

What points of a conversation may factor into whether a conversation adheres to quality assurance standards?  Here are at least four, and I’m sure any business can think of others that are specific to their needs:

The Welcome or Greeting: How employees answer a customers call (or email, text, tweet, post) sets the precedent for the rest of the experience the customer is about to encounter.  Examples of standard greetings like “Thank you for calling Smith’s Widgets” and “Hi, this is Jane Smith, thank you for calling Smith’s Widget, how can I help you today?” are simple phrases to greet and welcome a customer.

Expressed Customer Need and Agent Response: Most inbound customer calls are inquiries to buy, upgrade, trouble-shoot, or cancel.  Monitoring how agents field these inquiries will provide great insights into the overall quality of the conversations taking place.  Are agents able to answer questions appropriately?  If not, do they know exactly how to handle the call to get the answer?  And, if they do know the answer, are they delivering it appropriately, using cheerful tones that go along with what most perceive as a quality customer experience.  Once you identify if there are quality issues among agents, then you can implement workforce training programs to address these issues and redirect agents towards achieving quality standards and delivering a great customer experience.

Script Compliance: As company and/or government regulations get more robust and complicated, many companies have reverted to implementing a mandatory script for their customer service and contact center agents to use.  Doing so streamlines the customer experience, and thereby creates a built-in quality assurance monitor.  Scripts can be simple, depending on your business, such as simply making sure there is a standard greeting, appointment setting, upsell questions, and closing.  Or, they can get extremely complicated depending on the number of products and services offered, qualifying questions, etc.  Either way, the presence of phrases and keywords within a script are easy to monitor within a call recording, thus giving the data necessary to monitor quality assurance of conversations with customers.

The Goodbye or Closing: Similar to the greeting of a conversation, the closing questions, and final sign-off are imperative to get right.  After all, how you say goodbye is the final piece of the customer experience at that moment in time.  Make sure it’s a good one!

Overall, assuring quality standards are taking place is pretty easy to do.  Just don’t try to monitor conversations manually.  That is time consuming given the hundreds or thousands of conversations that may be taking place every day between your employees and your customers.




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Nigeria: Wema Bank’s website voted best in customer experience

Wema-bankThe website of Wema Bank Plc – – has been adjudged the “Best Nigerian Bank Website in Customer Experience” at the 2013 WebJurist 11.0 Awards held at the Eko Hotels and Suites, Lagos.

The Web-Jurist Awards, which is in its 11th edition, is organised by Phillips Consulting and has become the standard for ranking website effectiveness for the Banking, Insurance and Telecoms industries in Nigeria.

Speaking on Wema Bank’s performance in the 2013 Web-Jurist, Kemi Aina, Head of Brand & Marketing Communications at Wema Bank, attributed the award to a dedicated focus on ensuring “an immersive user experience and relevant content delivery across all service touch-points – whether physical or virtual”.

She further stated that in addition to the bank’s team of user-experience designers, the development of the bank’s service touch-points are backed by thorough research, extensive consultation and relying on end-user feedback in order to ensure customers have a delightful service experience with Wema Bank at all times.

The Web-Jurist ranking is the result of research conducted into website best practices and effectiveness. It is aimed at identifying the strengths and weaknesses of websites as a business platform in the digital world  and determines the extent to which a website is successful in achieving the essence of its e-business strategy.

Established in 1945, Wema Bank boasts a robust digitalfinancial services strategy across various alternative channelsand platforms enabling the provision of cutting-edge, value-adding transactional and non-transactional services in the mostsimple, effective manner to its discerning customers.



-@Nigerian Telegraph

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The Customer’s duty call



When it comes to service, it is not just about the provider but the buyer also. Yeah!You may want to argue that it’s your money- hard earned one for that matter!- nevertheless, you have a duty call to answer as a customer.

Don’t forget that the goods and/ or service provider is as human as you are and he/she deserves to be treated right especially if it is a well cultured service outlet.

Few tips to make you an Ace Customer:

  • Avoid use of abusive language:

No matter how aggravated you are, never result in names calling. Address issues- whether an expired good is left on the shelf, you got an undeserved overlook by the attendant or an annoying distraction- draw attention to it without insulting the offender. Remember, it is the situation you are addressing or the offence committed and not the personality.

  • Reward Clients with your loyalty:

You’ve shopped once or twice at a shop and you got a good bargain and had a great service experience, the best way to reward the provider is to be loyal. Any time you are in need of that service, the business or store should be your first point of call. The provider will be glad and want to serve you better every time you show up. You probably become friends!

  • Make complaints of every dissatisfaction as it happens:

Don’t make the mistake of procrastinating when it comes to reporting any dissatisfaction because your service provider may be doing it without knowing that you are not happy about it.

  • Be friendly:

A kind gesture should be returned. Use “Please” and “Thank you” as lavishly as you can. It doesn’t belittle you but bestows honour on you as an appreciative kind-hearted person. Remember, whoever wants friends must show himself/herself  friendly.

  • Give Referrals via word of mouth:

This is the best and smallest gesture you can do to show your support for the business.