CX index increased by 65%
CSAT scores rose 19%
CX sentiment improved by 74%
The client
A government agency responsible for providing support services across a variety of disciplines.
The challenge
The client had an existing contact center with Probe CX with over 800 personnel exclusively handling complex customer support transactions. They wanted to establish a quality program, benefiting both current Probe CX staff and newly onboarded employees, with the aim of enhancing customer satisfaction (CSAT) and elevating the customer experience (CX) index scores.
The solution
Probe CX hired 25 quality assessment employees to manage, assess and coach the pivotal aspects influencing CSAT and CX within the client’s existing contact center operations. This approach focused on an in-depth analysis of key drivers including:
- Personalized service
- Effective communication
- Staff expertise
- Fair treatment
- Customer effort
In collaboration with the client, comprehensive quality evaluations were carried out for all calls. Calibration sessions were conducted to establish benchmarks, shaping coaching initiatives and data analysis for Probe CX’s 800-strong contact center.
Outcomes were linked directly to agent, team leader and operational manager scorecards, as well as incentive and recognition programs. This integrated strategy ensured a comprehensive approach to driving improvements.
