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Performance Assessment
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CX & Process Performance Management Assessment

Let our CX specialists analyse your current customer experience, propose solutions for improvement and oversee their deployment

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Do you struggle to improve customer satisfaction? Put your brand in Staffino’s hands. We provide a professional on-site experience assessment based on a specific use case, type of organisation, and the level of the CX programme already implemented.

What Is the Experience Assessment?

Staffino's experience assessment is a complex evaluation of your business performance based on observation of your CX management processes and the processes implemented at all contact points – call centres, retail, emails, text messages, digital unassisted touch points, or technical support.

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You Choose, We Assess

The scope of the assessment depends on the client and their goal. For example, the submitter might be either CEO, senior or middle manager, or team leader. They might want to assess all channels across the organisation or some of them. They either need reassurance that all the CX processes are optimised to generate the highest possible revenue or need help with optimising defective processes.

The good news is Staffino can help you will all of it!

The Course of the Assessment

Process Description
Initial Assessment
  • approx. 1 hour long
  • on-site or online with shared screen
  • serves to set the agenda – process mapping, service level evaluation, if SLAs are followed, if the organisation has enough staff, etc.
  • interview planning
Observation
  • observing transactions and interviewing employees
  • if the staff is trained, if they receive regular feedback, if they have set and understand their KPIs, etc.
  • assessment of the process, NOT employee performance; nothing to be afraid of
  • the minimum of 2 employees need to be observed – to ensure variety, one half of employees is chosen by our CX specialist and the other half by the client
  • after the interviews with the employees, our CX specialist interviews the team leaders
  • the final interview with the submitter (e.g. CEO, call centre manager, etc.), discussing the annual business plan, long-term strategy
Analysis
  • the assessment is closed and the findings are analysed
  • ideas for improvements, benchmarks for KPIs (e.g. global average, COPS reports, etc.)
Ending Review
  • CX specialists and client's representatives (usually the submitter and middle management) review the findings and discuss whether further observations need to be made
  • may take up to 3 hours
Readout
  • final presentation of the findings and proposals for improvements
  • the presentation includes introduction, goal, methodology, observations, identification of defective processes, comparison of real situation and benchmarks, best practice examples, CX specialists' recommendations for improvements, statement of direction, and executive summary
  • the presentation is concluded by proposing next steps such as supervising the deployment of proposed strategies and regular consulting
Process Description
Initial Assessment
  • approx. 1 hour long
  • on-site or online with shared screen
  • serves to set the agenda – process mapping, service level evaluation, if SLAs are followed, if the organisation has enough staff, etc.
  • interview planning
Observation
  • observing transactions and interviewing employees
  • if the staff is trained, if they receive regular feedback, if they have set and understand their KPIs, etc.
  • assessment of the process, NOT employee performance; nothing to be afraid of
  • the minimum of 2 employees need to be observed – to ensure variety, one half of employees is chosen by our CX specialist and the other half by the client
  • after the interviews with the employees, our CX specialist interviews the team leaders
  • the final interview with the submitter (e.g. CEO, call centre manager, etc.), discussing the annual business plan, long-term strategy
Analysis
  • the assessment is closed and the findings are analysed
  • ideas for improvements, benchmarks for KPIs (e.g. global average, COPS reports, etc.)
Ending Review
  • CX specialists and client's representatives (usually the submitter and middle management) review the findings and discuss whether further observations need to be made
  • may take up to 3 hours
Readout
  • final presentation of the findings and proposals for improvements
  • the presentation includes introduction, goal, methodology, observations, identification of defective processes, comparison of real situation and benchmarks, best practice examples, CX specialists' recommendations for improvements, statement of direction, and executive summary
  • the presentation is concluded by proposing next steps such as supervising the deployment of proposed strategies and regular consulting

Length of the Assessment

Staffino's experience assessment usually takes up to a week. The length may vary depending on the size of the company and the agreed level of detail. Once the initial assessment is done, we recommend reserving at least two to three days for the on-site observation.

The analysis, preparation of the readout, and the presentation itself usually take around two days. If more branches within the same country are involved and travelling is required, the entire experience assessment might take longer.

Comprehensive outputs in just 3 days

Already during the first days of the strategic analysis, it is possible to identify the most significant shortcomings in the processes or the company as a whole.
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Get a Professional Opinion of an Experienced CX Specialist

Staffino's seasoned CX specialists with global experience will point out all the areas that need improvement and propose solutions for adjusting your management processes to get the highest return on CX.

They will closely monitor the employees and transactions and take detailed notes. This will result in a comprehensive document that serves as a basis for the analysis and the final readout.

Bring Your Revenue to Its Full Potential

It is not hard to identify what processes hinder the business growth; you just need to find the right people for the job! Staffino will help you uncover holes in your processes, identify quick wins, and propose effective solutions to improve your experience management in the short and long term. Boost customer satisfaction and earn the highest revenue from your customers thanks to Staffino's experience assessment.

Let’s team up and level up your experience management to get the happiest customers, employees, and the highest revenue.

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