We care about developing and maintaining meaningful connections and nurturing customer relationships.
We realise that impactful customer support goes beyond successfully managing and closing tickets—it drives customer experience, affecting how the customer feels after each interaction with our employee. The ability to deliver consistent and exceptional customer support drives customer retention and market advantages.
Covalen is compliant with all regulatory practice requirements, and ISO 9001:2015 accredited (Quality Management System relating to the provision of outsourced customer service). Equipped with the contact centre infrastructure to support large-scale organisations, we have proven expertise implementing compliance and quality standards across omni-channels.
Our people are highly skilled in dealing with customer requests and support escalations. Support teams handle queries using omni-channel capabilities to deliver impeccable customer support in more than 55 languages.
A thorough understanding of customer service metrics allows us to provide diagnostic customer intelligence and meaningful insights to drive informed decisions. We can help you devise, implement and meet ambitious KPIs aligned with your goals. For example, first contact resolution, first response time, full resolution time, customer satisfaction (CSAT), and more.
94% of customers going through an effortless experience are likely to repurchase vs. only 4% of those who went through a high level of effort. (Gartner, 2018)
Today, customers demand more from the companies they do business with, and they expect to have a seamless experience. High effort interactions can trigger customer complaints because of difficulty from the customer’s perspective, which may lead to frustration. And this is the opposite end of the customer satisfaction scale. When complaints arise, how well they’re dealt with, managed and resolved are critical factors impacting customer satisfaction scores.
At Covalen, we measure customer satisfaction and customer success via:
Product/service satisfaction – Customer Satisfacton Survey (CSAT)
CSAT is an important metric in understanding how customers feel about your customer service and the resulting scores are an indicator of customer loyalty.
Customer loyalty – Net Promoter Score (NPS)
NPS can drive growth by providing key insights at different stages of the customer lifecycle. NPS can be benchmarked against your industry competitors to get a clear picture of customer satisfaction positioning.
The complaints resolution procedure is a vital part of every business. A customer who makes the effort to complain instead of moving towards your competitors—is open to remaining a customer.
At Covalen, we know that prioritising the complaints handling process delivers benefits to our clients. We have significant experience designing, crafting and delivering complaints management programmes in multiple industries including regulated financial and utilities sectors. Data protection, data security, GDPR and the consumer protection code are essential elements of our programmes.
Our people are excellent at handling complaints—smart, responsive and detail-oriented with the respective soft skills to deliver optimal resolutions and improved close times.
When scaling up complaints teams, we ensure our customer support agents are fully trained and knowledgeable about our client’s company, culture, policies, products and services.
If a customer service agent cannot solve a customer’s issue, we have an escalations management process—and customer service leaders with profound knowledge in this area. As our client, we work side by side with you to devise optimal timeframes for replying to issues.
Our goal at Covalen, is to turn every escalation into a remarkable customer experience for your customers by listening, responding appropriately, and resolving their issues quickly. Our quality teams ensure continuous improvement while demonstrating the highest levels of proficiency in a multi-client environment. Exploiting our quality customer success platform, we deliver best practices in customer escalation management, enabling our clients to retain more customers and improve customer satisfaction scores.
Implementing a Voice of the Customer (VoC) programme allows us to meet consumers at each touchpoint within their customer journey. What’s crucial is, we listen to what they say—we don’t make assumptions. This way, we develop an in-depth understanding of customer motivations and we use this knowledge to strengthen relationships, optimise customer journeys and continually improve service delivery. Primarily, we inform, educate and help your customers to make better choices.
Gathering VOC Data
Our VOC process may include the following:
- Customer Surveys
- Recorded Call Data
- Email Responses
- Net Promoter Score (NPS)
- Customer Satisfaction (CSAT)
- Customer Effort Score (CES)
We find that each of these methods has its strengths and weaknesses concerning the extent of data provided. We evaluate the data as part of a broader scope of customer intelligence.
To obtain valuable VOC data collection results, we optimise questions and goals to extract the most informative answers from customers, while minimising data that is less useful.
Our VoC methodology enables us to -
- Assess new concepts, ideas, and solutions
- Use a consultative, knowledgeable approach when communicating with customers
- Detect early warning signs that could negatively impact business goals
- Carefully serve your customers with solutions that resolve their problems
- Increase customer retention and extend customer lifecycle value (CLV)
- Deliver useful and actionable insights to our clients