abin.kolkata

Hi VK, I have personally worked in one such issue while I was working in a leading international BPO. I too had observed the absence of the correlation of audit scores & CSAT. So I had volunteered to do an analysis of "Customer comments" and came up with the issues seen from the customers' view point. They were then divided into 3 categories based on who could fix up the issues - a. The Client b. The Service provider c. Both The associates were then trained accordingly resolve the issues from the customer's perspective. A pareto of the performances of the agents were also done to identify the poor performers as well as to understand the best practices from those who excelled. Further training was given to notch up the individual performance levels. Within months, there was a marked improvement in the scores. Regards, Abin