Increasing NPS
Results delivered
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  • Significant increase in Net Promoter Score (NPS)
  • CSAT will increase dramatically
  • Increased upselling of upgrades
  • Higher referrals & better lead generation
  • Customer feedback provides opportunity for product improvement
  • Reduced number of visits due to improved FCR (first call resolution of complaints)

Some success stories: Outcomes delivered
Basic principles for delivery
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In order to increase NPS & CSAT, an organization has to commit to creating an environment that makes it possible to deliver customer centric service.  The formula is simple; r.e.d will facilitate change in the defined process ​by:

Elements of a customer service culture

How do we do this
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  • Redesign quality assessment parameters
  • Upgrade the skills of the Customer Care Executive
  • Enable supervisors to conduct root caused based coaching 
  • Ensure supervised application in real time on the floor
  • Create reward & recognition instruments/drives
  • Conduct quality monitoring & measurement & assess customer feedback 

We also help organizations, to utilize customer feedback to make process improvements.   While organizations do use this to orchestrate strategic direction, R.E.D helps partner the organization to harness learnings from customer feedback in improving individual performance

Implementing the feedback loop

Testimonials

“R.E.D did a great job in designing customised content and downloading training for our managers, trainers, team leaders and team coaches. The BOX approach that they created for our email-based customer service process, helped us achieve target quality levels and enhanced our third-party customer service scores as well.”
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​Dinesh Bhatia
Line of Business Head, FIS
“I found the trainers from R.E.D very knowledgeable and comfortable with the topics/challenges we threw at them. They were asked to increase the CSAT for our email team through a rigorous workshop on how to communicate with the customer.
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They did well and our team improved by 22% overall in customer satisfaction. This was a direct result of the training given and the procedural changes suggested by them.  I would recommend them for any similar exercise and would not hesitate to use their services in future.”

​Siddhartha Taneja
Operations Manager, HCL BPO Services
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