Nectar, the United Kingdom’s leading loyalty programme, owned by Groupe Aeroplan, has increased customer satisfaction and call centre quality by 10%, as well as being able to measure first time resolution from a customer perspective, using VIRTUATel’s automated customer survey service. In just four months, Nectar customers confirmed the quality targets had been achieved and valuable feedback had driven a number of other business improvement projects.
Using VIRTUATel’s automated telephone surveys, callers to Nectar’s UK and Indian call centres were asked a number of questions about the service immediately after the call. In addition, callers could also leave their own comments as well as indicate if they wanted their issues escalated and handled immediately. The escalation of customer issues helped Nectar focus on turning dissatisfied customers into advocates.
The added feedback also meant VIRTUATel’s unique Agent Performance Index could be used to improve agent scores on a real-time basis. “The customer feedback gave us a valuable 360 degree view of how our agents were performing and focussed our team managers on improving skills the customers wanted” said Jackie Hails, Customer Services Manager for Nectar.
“Customers are delighted to receive such a fast resolution to any problems. The feedback has also been responsible for driving a number of internal and customer facing improvement projects” added Jackie. “Discovering what customers think, in real-time, is a very powerful tool to help satisfy and delight our customers. Our management team can access results at any time but the alarms provided by VIRTUATel mean we can be back to a customer, minutes after they called.”
In just 4 months Nectar customer feedback has:
• Increased first call resolution rates
• Increased internal quality levels
• Improved agent training
• Highlighted operational issues in real-time
• Focussed improvements in the quality programme
• Clarified internal communication
Further information from:
Alan Weaser, Director, VIRTUATel Ltd. T:/+44 (0)200 000 0030 M:/+44 (0)7866 775385 firstname.lastname@example.org
Megan Ratcliffe, Groupe Aeroplan Inc T+44 (0) 20 7152 4700 email@example.com
About Groupe Aeroplan:
Groupe Aeroplan Inc. is a leading international loyalty management corporation. Groupe Aeroplan owns Aeroplan, Canada’s premier loyalty programme, and Nectar, the United Kingdom’s leading coalition loyalty programme. In the Gulf Region, Groupe Aeroplan owns 60 per cent of Rewards Management Middle East, the operator of Air Miles programmes in the United Arab Emirates, Qatar and Bahrain. Groupe Aeroplan also operates Insight & Communication, a customer-driven insight and data analytics business offering worldwide services to retailers and their suppliers.
About VIRTUATel Ltd:
VIRTUATel Ltd, specialises in the use of feedback surveys to drive profit, retain customers and increase advocates. By offering a multi-channel service, clients can capture “The Voice of The Customer” at any customer contact point, including the call centre. Captured in real time and directly from telephone callers, via email or web browsers, VIRTUATel supply customer feedback, customer opinions, customer loyalty measurement and even agent evaluation and call centre quality measurement. Clients of VIRTUATel services include market leaders from the financial, travel, motor and government sectors. For more information please see www.virtuatel.co.uk or contact firstname.lastname@example.org
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