THE UK’S ONLY INDEPENDENT AND PRESTIGIOUS CUSTOMER SERVICEBENCHMARKING PROGRAMME

Contact Centre Excellence Programme is a high quality benchmarking and continuous improvement programme, providing a cross-industry ‘Gold Standard’ by evaluating real customer interactions via a proven Mystery Shopping process. 

Members benefit from many unique insights into their customer service operations with extensive analytics that they can use to build a clear competitive edge.

Contact Centre Excellence Programme is designed to give an ‘outside-in’ perspective of your customer service performance, supported by targeted recommendations, a personalised road map for improvement and full support from our team of customer service experts along the way.

Contact Centre Excellence Programme covers key customer touchpoints across Calls, Email, Live Chat and Social Media.

 

MYSTERY SHOPPING EVALUATION

THE 5 SERVICE PILLARS

Providing customers with a great experience is more important than ever. In an age driven by technology, where basic service needs are often handled via automation, customers are increasingly making direct contact only for more complex or sensitive enquires and problems, and the emotional experiences they have when they do this will impact buying and referral decisions and in turn your bottom line and reputation.

Contact Centre Excellence Programme evaluations are measured across 5 customer-driven service pillars, over 60 KPI's measured with all these principles embedded across all channels …

 

EXCLUSIVE MEMBERSHIP PORTAL

Contact Centre Excellence Programme members have exclusive access to a personalised Online Portal to view their own results and benchmark against others. The Portal includes sophisticated reports to identify areas of opportunity and the impact that small changes can have on future performance, including NPS, CSAT and Customer Loyalty.

When you sign up as a Contact Centre Excellence Programme member, you’ll benefit from:

MYSTERY SHOPPING

• Proven methodology
• Customer-led KPI's
• Extensive Ipsos panel
• Omni-channel evaluations
• 30 interactions per channel
• Standardised industry scenarios for fair, even and direct comparison
• Real customer interactions

BENCHMARKING

• Standardised measurement
• An independent and outside in view of your service
• Exclusive online reporting
• A robust methodology measuring over 60 KPI’s
• Benchmark comparisons including:
  • Cross-Market
  • Customer Advocacy
  • Omni-channel Service Gaps
  • Sector
  • Centre Size
• Kitemark of excellence

COMMUNITY

• Experience sharing
• Best practice dissemination
• Personalised member portal
• Exclusive events programme including:
  • Training & Site visits
  • Annual Conference
  • Gala Dinner & Awards including the all new Virtual Contact Centre Excellence Programme ‘Lockdown’ Awards 

IMPROVEMENT

• Comparative ranking against peers and wider industry
• Improve on KPI’s that matter to your customers
• Targeted goals
• Strategic insights and focused improvements
• Personalised improvement road map
• Training & development to help you implement improvement

 

JOIN THE LEADERS IN CUSTOMER SERVICE

Check out current and previous members here 

 

DRIVING EXCELLENCE

Join a community of like-minded customer service leaders that strive to stay ahead of increasingly demanding consumer expectations, and tap into the collective knowledge of the Contact Centre Excellence Programme…

 

CONTACT US NOW

Raj Dattani
Contact Centre Excellence Programme Director and Co-Owner
Raj@cxtraining.org.uk
+44 (0)7931 722992

THE CONTACT CENTRE EXCELLENCE PROGRAMME IS OWNED AND MANAGED BY