ECE is a BPO that is laser focused on delivering industry-leading service experiences. A clue to this commitment can be seen in the company’s name, ECE, which stands for ‘Extraordinary Customer Experiences’.
The ECE team recognizes that the key to delivering best-in-class service is having a team of high-performing, motivated agents, and the company has partnered with Stella Connect to help achieve this goal.
Stella Connect is currently utilized by the ECE team that manages customer service for a leading fintech company. After every service interaction the ECE team manages on behalf of the client, a feedback request is sent to customers inviting them to rate the quality of the service they received. Through these feedback requests, customers can:
Rate service performance
Leave comments about their experience
Suggest a reward for a job well done
Suggest areas of improvement
The feedback is shared in real-time with the client as well as the agents and team leaders working on the account via streams and dashboards. This constant pulse of agent-level performance insights unlocks three key benefits for ECE:
- Motivating agents and driving incentive programs
- Empowering team leaders to deliver more effective coaching
- Giving visibility into service performance to the client
Unlocking value from Stella Connect
Motivating Agents and Driving Incentive Programs
Customer feedback is shared with agents in real-time via feedback streams, which helps drive engagement and motivation. When customers suggest rewards, the reward votes are translated into actual cash incentives, which are paid to agents each month.
Empowering Team Leaders to Deliver More Effective Coaching
Team leaders can see feedback that comes in for each of the agents they manage and can use the insights to deliver in-the-moment coaching, which helps drive continuous performance improvements. Agent-level dashboards can then be used to drive more effective 1:1 meetings.
Giving Visibility Into Service Performance to the ECE Client
Transparency is really important to the ECE team, and this is achieved by the client having access to macro- and micro-level performance insights. The client can see performance at an agent and team level and drill in to see individual pieces of feedback. As well as giving confidence into the quality of the ECE team, the high volumes of customer feedback can also be used to inform product innovation and shape policies.
To find out more about ECE’s unique approach to customer experience, visit https://www.ececonsultinggroup.com/
To learn more about Stella Connect, request a product demonstration here.
Watch our webinar with Mark Harmon, Director, Partner & Performance Management at Choice Hotels, who talks through successfully managing your relationship with a BPO.