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CSAT – A Customer Satisfaction Activity

“The customer experience is the next competitive battleground." ~ Jerry Gregoire

A satisfied customer is the best business strategy in this modern era. Keeping this philosophy in mind, a Customer Satisfaction activity (CSAT) was conducted last month among domestic campaigns of Lahore. CSAT is a measure of the degree to which a product or service meets the customer's expectations. It was an effort to make the Customer Support Executives (CSE’s) enhance their customer handling skills.

CSE’s were expected to perform and satisfy maximum customers through their First Call Resolution (FCR’s). They were required to maintain the call quality keeping all the Key Performance Indicators (KPI’s) in mind. The top three CSE’s who had the maximum “Satisfied Customer” count were the winners. This program was led by Umair Azmat Butt – AM Domestic Operations along with his team of Supervisors. The philosophy behind this program was to improve the overall Customer Experience by making CSE’s aware of its importance.

To complement this activity, the complete floor decor took place according to the different queues and campaigns running on the production floor. Moreover, colored papers were used for displaying Frequently Asked Questions (FAQs) in front of the desks of CSE’s, to help them identify and resolve recurring queries. This activity assisted participants in recognizing the importance of CSAT KPI’s, as well as the importance of creating an exhilarating experience for their customers. The success of this activity paved way for a Phase-II of this program, which would be launched soon. Thus, IBEX continues to ensure and empower the narrative that the customer’s perception is the reality of the business.

Feedback from the Winners:

Winner of CSAT:
“This activity really boost up my skills and would like to have it once more, I really appreciate the faculty for such innovation”- Hammad Ahmad – Customer Support Executive

Second Runner Up: “TRG Rocks!” - Shahbaz Riaz Butt – Customer Support Executive

3rd Position Holder: “This is to inform you that, CSAT activity was a lot of fun.it enhanced customer dealing skills and we would like to have this activity once again” - Tabinda Naz – Customer Support Executive

Contributed by
Fatima Khawaja
HR Business Analyst
HRBP Team - Lahore

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