Predicting Accurate CSAT Through Call Quality

The client was a major UK-based multinational banking & financial services company with over $60 billion in revenue. They are a universal bank with retail, wholesale & investment banking operations, wealth management, mortgage lending and credit cards. The client sought to improve their customer experience for their contact center in the USA. The major challenge was to know if their quality framework could wisely sense and predict customers’ overall satisfaction levels with the brand and quality of service.

In this case study, we take a look at the following:

• Identification of the factors that drive the overall customer experience through our home-grown analytical technique called Key Driver Analysis (KDA)
• Assess whether the attributes used to measure call quality are aligned to gauge customer satisfaction as well
• Modification of QA structure to ensure that call quality scores predict the overall customer experience

Download this case study to learn how we helped a multinational banking and financial services company to ensure that QA results generate a model that can predict the overall customer experience with an accuracy of over 90%.