Tag: secret shopper

Once thought to be a declining delivery channel, the bank branch remains an integral part of the customer experience.  With troublesome financial institution performance in the limelight during the past years, customers use face to face branch visits as a means to develop trust with financial institution employees.

We are pleased to announce that Confero was recently named winner in the Stevie Award category, “Customer Service or Call Center Consulting Practice of the Year.”   Confero learned that it was a contender for the award last month, and the final results were revealed on Monday, Feb. 21 at the Eden Roc Renaissance Hotel in Miami Beach, Fla.  This award is particularly meaningful to Confero’s customer service team because it recognizes the team’s delivery of quality solutions in 2010, including many which involved quick turnaround times and tough requirements.

Call centers spend significant amounts of time and money training associates on delivering a friendly and empathetic approach.   The Wall Street Journal reports that some companies now go one step further and reevaluate the voicethat initially greets customers.  These companies believe that with a friendlier, more inviting voice, they increase the chance that customers will stay within the automated system rather than trying to reach a live operator, which saves companies money.   Alflac, for example, recently brought on a new voice with a calm, hometown feel for its initial greeting.  The company reports a 7% increase in customer satisfaction with the automated system since implementing the new voice.

Back in the 1980’s, one of our early mystery shopping clients was a McDonald’s franchisee. When our CEO, Elaine Buxton, met with him to discuss our quality review process, she explained that all reports would reflect the utmost professional language. She gave the example stating the review team would change a phrase like “She took her sweet time” to something more professional sounding, such as  “She was slow in approaching the drive up window.”  That wise client taught us an early and valuable lesson: don’t change the tone of what the shopper communicates in verbatim comments. As he so aptly put it, “I can picture exactly what happened when I read “she took her sweet time”, so keep those types of comments in, please. We learned a lot from that client, including how to guide a quality review team  to strike a balance between flavor and tone, content and quality. 

Customer Experience Measurement Firm Recognized In Two Categories