External Quality Assurance
Customer Service Benchmarking Australia
All front line staff require feedback on performance. Yet less than 50% of staff receive regular feedback regarding how well they handled the Customer Service interaction. CSBA provides the ability to listen to calls and rate the service experience.
CSBA’s comprehensive and rigorous Customer Service measurement criteria, combined with our assessment methodology provide an excellent resource to conduct independent External Quality Assessment (EQA). Assessments may 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.