Our client, a large Australian bank, wanted to implement a post call survey in order to measure customers' satisfaction with their services in the contact centre. The challenges were to define, design and rollout this change - we had to define new processes, technology, coaching approaches and survey options.

We led this project from design to implementation, including a pilot phase. Some of the key activities were to:

• Determine the right style of survey to encourage customer responses
• Design, select and implement the technical solution
• Design and implement the supporting proceses for agent coaching, feedback and customer callbacks when required, plus links to continuous improvement processes
• Pilot the solution, and adapt the approach for a national rollout
• Manage a wide team of internal and external staff to deliver this high profile project.

As a result of our work, the solution was proven and implemented successfully. Key results:

• Customer response rates are better than initially hoped for.
• NPS scores (i.e. customer loyalty ratings) have risen 10-points in the 4 months following implementation.
• Call centre agent staff are very satisfied with the solution, which provided rapid customer feedback to them individually.
• A number of systemic issues have been indentifed and resolved as a result of the analysis of the customer feedback.
• Our client can track NPS hourly and even see the changes resulting from press announcements or centre outages.