AkzoNobel Case Study:
Akzonobel is the world’s largest global paints and coatings company, its portfolio includes well-known brands such as ICI Dulux, Sikkens International & Eka. It is based in more than eighty countries worldwide and has over 60,000 employees.
Performance Telecom (PT) started working with ICI back in 2004 (before its merger with Akzonobel) and it was at this time that ICI decided to port all its inbound numbers to PT. PT wasted little time enhancing the inbound call management by introducing a hosted call recording solution and dial-in disaster recovery service. ICI continues to be hugely impressed with the outstanding levels of service, experience, and skill provided.
During 2008, after a series of PT focus groups we introduced a post call, automated customer satisfaction survey. The challenge was to develop and provide a cost-effective solution, designed to capture real time, actionable customer feedback. This is provided seamlessly through Call Manager, by delivering all question responses and customer comments in real-time to a central web-based interface, as well as a fully customisable call centre wall board, to provide accurate, up to the minute statistics.
To supplement this valuable information Akzonobel encourages callers to leave audible feedback to provide a more personal and sentient approach. Real time alerts are used to escalate issues expediently.
A recent Akzonobel in-house initiative encouraged agents to provide feedback. All agents familiar with the system agreed, that the instant transfer from an agent to survey meant the chances of completion were far higher than ever before. It was also apparent, that the ability to see completed surveys increasing in real-time helped boost agent morale.
Our Automated Customer Satisfaction Survey has been live for over twelve months, allowing Akzonobel to analyse enormous, quantifiable pools of customer surveys and comments through the web-based reporting tool. The survey response rate has more than doubled and greatly reduced the number of incomplete surveys since its introduction, giving a massive completion rate of over 90%.
Performance Telecom (PT) started working with ICI back in 2004 (before its merger with Akzonobel) and it was at this time that ICI decided to port all its inbound numbers to PT. PT wasted little time enhancing the inbound call management by introducing a hosted call recording solution and dial-in disaster recovery service. ICI continues to be hugely impressed with the outstanding levels of service, experience, and skill provided.
During 2008, after a series of PT focus groups we introduced a post call, automated customer satisfaction survey. The challenge was to develop and provide a cost-effective solution, designed to capture real time, actionable customer feedback. This is provided seamlessly through Call Manager, by delivering all question responses and customer comments in real-time to a central web-based interface, as well as a fully customisable call centre wall board, to provide accurate, up to the minute statistics.
To supplement this valuable information Akzonobel encourages callers to leave audible feedback to provide a more personal and sentient approach. Real time alerts are used to escalate issues expediently.
A recent Akzonobel in-house initiative encouraged agents to provide feedback. All agents familiar with the system agreed, that the instant transfer from an agent to survey meant the chances of completion were far higher than ever before. It was also apparent, that the ability to see completed surveys increasing in real-time helped boost agent morale.
Our Automated Customer Satisfaction Survey has been live for over twelve months, allowing Akzonobel to analyse enormous, quantifiable pools of customer surveys and comments through the web-based reporting tool. The survey response rate has more than doubled and greatly reduced the number of incomplete surveys since its introduction, giving a massive completion rate of over 90%.
