Customer Service Indicator (Csi)

In: Business and Management

Submitted By bvs447
Words 2271
Pages 10
Nett – Promoter Scores & Customer Services Indicator
Can we influence these metrics to our favor?

Done by : Tatum Van Staden

Nett-promoter score (NPS) and Customer Services Indicators (CSI) what are these two measures that we use in the call center and why are they so important to the businesses decision making process .These were some of the questions that led me to selecting NPS and CSI as my benchmarking topics, I wanted to better understand why we as a call center were measured on these aspects and I wanted a better understanding of how both these components worked and not just to see them as performance measures that had to be met because someone said they were important.

Why should call center agents be measured on NPS and CSI (it is after all the customer’s opinion)? How do I know the customer is rating my service and not that of the company as a whole? How do I know that the scores are accurate?

Within the Cell C call center the questions I posed above are some of the questions I get asked as a team leader to help my agent better understand what is expected of them and why .I understand that we ask the customers to rate our service so that we can measure how good or bad the services we are rendering to our customers are and also so that the business can learn through our customers where our energies need to be focused and how it is that we as Cell C could improve and grow our business , however it does leave room for the question though that : while we are asking the customer for their opinion of our services we are not informing the people rendering these services what the customer thinks or even why they feel the way they do about our service , so why are we asking customers for their opinion if we are not going to share that information with the staff that actually have to ask to have their services rated ?

Within the Cell C call center we have…...

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