Active: Operational Assessment - EMEA

We know where the most painful failure points are in our customers’
journeys across every channel – voice, text, chat, face to face,
and across other partnering providers (if applicable).

We have accurate data to identify the quantifiable drivers of customer
satisfaction, loyalty, and retention and, when that changes, we are able
to act on this data to maintain or improve the customer experience.

All of our key performance metrics, like Customer Effort, Retention,
Customer Satisfaction (CSAT), First Contact Resolution (FCR), etc.,
are consistently meeting our goals.

Our reward systems (variable comp, scorecards) are
aligned to business outcomes like CSAT, FCR, customer
effort, retention, and lifetime customer value.

Our hiring process includes testing for knowledge, skills, and
personality characteristics that reflect our brand, fit with our
culture, and can predict the probability of long term success.

Our training process includes simulated learning, digital
exercises with gamification, nesting, and one-to-one
coaching before we place associates into production.

We have an automated workforce management
system and our employees can manage their work
schedules entirely through a mobile phone.

We separate customer experience quality from
compliance when we evaluate associate performance.

We have a defined path for learning, development
and career advancement for all our associates.

We have a process improvement team that uses data analytics
to identify and address root causes of operational issues.