• Awareness of performance against expectations (both internal and external) focussed on key strategic areas of your business.
• Understanding and addressing damaging experiences anywhere along the customer journey
• Recognition of performance against competitors from a brand agnostic point of view
• Tracking customer expectations compared to the company/departmental performance
• Cost Effective programmes that deliver significant returns on investment through improved focus and performance
• Scalable Worldwide Reach - using local representatives to ensure all aspects of the experience is credible and authentic
• Ensuring focus is given to actionable insights through program outcomes which are distributed across your business to specific teams and stakeholders
• Strategic partnership at every stage of the programme, from initial engagement and program design to consultancy, insights and analytics

Thorough customer service assessment is done through online assessments of tests or activities/actions such as scenario-based assessments which are focussed on objective and subjective aspects of online experiences/shopping. Furthermore, by undertaking a detailed analysis of the customer support function, given the critical role they play in overcoming challenges. Assessments of this nature include: call resolution, customer waiting time, problem-solving skills, product knowledge, length of call time, complaint handling, abandoned calls, resolved tickets, success rate of calls, tone and language used in the process, cross-selling opportunities, immediacy of the response rate, response to training, customer satisfaction and customer retention rate.

GBW believes that a unique combination of physical and digital measurement capabilities ensures that any assessment benefits from the use of technology, data reporting and analytics – while also fully utilising the vital role that human interactions play in the process, to deliver:

• Process improvement
• Sentiment tracking
• Business decision analysis
• Action tracking outcomes

GBWs dedicated client servicing team takes the time to understand your business, its objectives, and recognising the strengths and weaknesses of your existing delivery through an in-depth analysis.

In addition, GBW takes the time to review existing feedback from different sources (both internal and external) to align on the opportunities that require focus and improvement.

Following the initial engagement, we design every aspect of your program - working closely with stakeholders to ensure your program objectives are met. We then set up the program (often in as little as four weeks) which includes data capture, quality assurance and BI reporting elements.

Once our assessments are underway, access is given to key stakeholders to monitor ongoing performance, and track actions that are generated from the program output.

Ongoing reviews both informal and structured are undertaken to ensure close alignment and a deep understanding of the results captured and performance improvement.

Customer Service is ultimately a combination of multiple factors that come together to create an overarching experience. It can be as small as a pleasantary that is exchanged between the company and customer, or as vast as rectification of unforeseen problems at any stage of the customer journey. How each of these areas is delivered, and how seamless the overall experience is (in conjunction with your aspirational brand standards) are ultimately the standards against which customer service is assessed.

Depending upon the specifics of the above, GBW utilizes an optimized combination of both physical and digital measurements to provide online assessments that drive performance and provide the insights needed to build awareness, understanding and ultimately action.