Customer Experience

The quality of your customer's experience is the key influence on whether they buy from you or from one of your competitors. Understanding the reality of that experience is therefore critical to your success.

The Orchid Customer Experience Programme uses The APRICOT Audit, Customer Satisfaction Surveys, Mystery Shopping and Benchmarking and to evaluate how your contact centre is achieving its customer service objectives. We also measure across your whole value chain to see how the end to end customer journey throughout your organisation affects the contact centre.

We also study your entire business to produce customer lifecycle process maps, and a raft of measurement points for each process. We then analysis your key competitors’ customer satisfaction standards and establish benchmarks against these.

Using this methodology we work with you to design and implement a range of customer experience measurements and benchmarks to deliver a Balanced Scorecard.

PRISM, Our Exclusive Call Centre Balanced Scorecard is an holistic model of organisational performance, providing four perspectives, each of which must be successfully managed.

Orchid's exclusive new approach integrates key measures to create a call centre specific Balanced Scorecard ensuring that individual, team, and overall site performance is continually mapped to an organisation's strategic and operational objectives.

The process of developing a Balanced Scorecard between functional areas helps to ensure that the vision, strategy, and operational objectives are understood and translated into a format that is visible at each level of the organisation.

Correctly applied, the Balanced Scorecard can give managers at all levels a valuable tool for giving and receiving feedback on critical parts of the organisations key activities as well as a powerful vehicle to learn from experience.

PRISM helps translate an organisation's key strategic values and operational objectives into a comprehensive set of measures across the four quadrants that can be appraised, managed and developed.

Contact us now to see more of PRISM – Performance Reporting and Information Scoring Methodology.

View Case Study