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Sep 20, 2011 by Confero Inc.
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Customer perception of sincerity makes a big impact on customer satisfaction. A study conducted by Prime Performance revealed that 87% of bank and credit union call center customers believed that the representative was genuinely interested in helping them. When the customers felt this sincerity, 81% said that they were satisfied with the experience. When respondents felt that the representative was not genuinely interested in helping, only 18% of customers were satisfied.
Do consumers want to pay more for healthcare? In a recent Accenture survey, almost half of U.S. consumers said that they would be willing to pay more for quality customer service from their healthcare insurance providers.
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Confero Featured in TrustAtlantic Bank Commercial
Sep 19, 2011 by Elaine Buxton
It was my pleasure to appear in a television commercial for TrustAtlantic Bank, a client and Confero's business banking partner. TrustAtlantic Bank focuses on assisting mid-market businesses, business owners and individuals with their financial needs. Two video spots were produced. In the 90-second version, I had an opporutnity to explain why TrustAtlantic Bank has been a reliable partner in building Confero’s business. A shorter 30-second version has been used in television advertising. Jim Beck, president and CEO of TrustAtlantic Bank.
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Easy Telephone Training – Introducing Mobile Roleplay
Aug 30, 2011 by Confero Inc.
Telephone mystery shopping allows managers to learn details of employee-customer telephone interactions. Are associates placing clients on hold too long? Do they sound enthusiastic? Is the information in compliance? We have seen clients who use telephone mystery shopping in a variety of ways:
- Financial service and banking mystery shops measures if customer service representatives invite prospective customers into the branch to open a checking account.
- Law firm mystery shops help identify if associates provide accurate information on services.
- Restaurant and bar mystery shops monitor employee phone skills when handling reservations.
- Healthcare, medical practices and doctor’s office mystery shops learn if associates provide clear information, invite the caller in for a visit, and encourage prospective patients to choose their medical facilities.
- Automotive companies want to listen to associate calls to learn how they handle inquiries. They want to ensure that associates handle calls well, in order to gain more business from those “calling around” for prices on automotive services.
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How to Calculate ROI for Mystery Shopping
Aug 30, 2011 by Confero Inc.
As 2012 budget time approaches, companies have one priority when choosing what items to include in their budgets: ROI. Now, more than ever, companies are assessing carefully how every service that they use contributes to ROI. Many service providers claim their offerings tie directly into ROI; however, they don’t clearly outline the numbers.
Managers need hard numbers to justify purchases, and mystery shopping services are no exception. Whether a company has been using a mystery shopping program for a long time, or is considering one for the first time, estimating ROI can help weigh the costs vs. the benefits of the program.
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What Happens When Employee Dress Does Not Mirror Your Brand?
Aug 30, 2011 by Confero Inc.
No manager wants to be in this situation: An employee arrives at work wearing something that does not fit with the company dress code. When this happens, usually the manager talks to the employee about what not to wear to work. Whether the inappropriate clothes are flip flops or short shorts, the conversation is necessary because most managers acknowledge that employee appearances go hand in hand with a positive brand.
Employees are your brand, regardless of whether front line associates interact with loan customers, restaurant diners or car owners. Employee appearances matter because they impact customer experience. Within the retail environment, uniforms and consistent dress codes allow customers to easily identify the employees who can assist them. Formal business attire can inspire confidence within banking, financial service and automotive sales environments.
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