Call Center Customer Experience Research @ Connexions Loyalty
Some background on Connexions Loyalty
Connexions designs white label travel sites
Clients include 9/10 largest US banks
Travel agency customer service for client's customers
The Directive
"We need to start thinking about the offline customer experience."
What I knew
We have 4 domestic call centers with 400+ agents
Call centers service customers of 20+ clients
SLAs for clients had not been met in 6+ months
Routine customer and client complaints over poor customer service
What is causing the poor service that customers and clients have been telling us about?
Process
1. Interview call center management
2. Visit call centers
Agent listening & interviews
Department shadowing
Team lead focus group
3. Analysis
Affinity Diagram
Customer Journey Map
4. Executive Presentation
Outcomes
1. Technology upgrades
2. Hiring of a call center service design expert
3. Customer Contact Management System (CRM) Improvement
4. Development of a customer service command center
5. Creation of all center advisory board
