Case Studies

 

AkzoNobel  is the worlds  largest  global  paints  and coatings  company and a major  producer of  specialty  chemicals.  They’re based in more than 80 countries and employ over 60,000 people.

They supply industries and consumers worldwide with  innovative products and are passionate  about developing  sustainable answers for their customers. The  AkzoNobel portfolio includes  well known brands such as Dulux, Sikkens, International &  Eka.

Performance Telecom first  started working with ICI Paints  back in 2004, long before the merger with  AkzoNobel. It was at this time that ICI,  hugely impressed with the  outstanding levels of service, experience and expertise  afforded to them, decided  to port all of their inbound  numbers to us.  We  wasted little  time enhancing their  inbound call management, implementing our network level call recording solution & dial-in disaster recovery service in the process.

During 2008,  after a series of PT workshops, we introduced  a post call, automated customer satisfaction survey. The challenge was to  develop & provide a cost effective solution, designed to capture real time, actionable customer feedback and deliver all question scores & customer  comments to a central web-based  interface,  as well as a fully customisable call centre  wall board for  visibility.  Essentially,  the idea  was  to  create  a post call  survey capable  of generating  exceptionally  accurate  and   instant feedback, traceable right down to the individual agent.

As  well as customer  satisfaction  scores, AkzoNobel  also  encouraged  callers to leave audible feedback,  subject to  automatic (auto)  transcription,  geared  towards  providing  a  valuable data pool of  less  structured  feedback.  Real time  alerts  were  also  provided  to  help  manage  negative  responses  immediately,  ensuring issues/grievances  are resolved,  before  they’re  left to escalate.

The solution  has now  been live for  over 12 months  and Akzo Nobel have been able to analyse tens of thousands of customer surveys  and customer  comments  through  the  web-based   reporting  tool.  As  a result,  the volume of  customer  satisfaction  surveys  have  increased by  217%.  The instant  transfer  rate, from  agent to survey,  has  significantly reducedt he number of incomplete   surveys   since  it’s  implementation, with a completion rate of over 90%.  Matthew Lynn at  AkzoNobel, has  found  that  the   unparalleled  level   of  visibility,   generated from  the  real  time  delivery  of  data,  has  helped  drive results,  amplify competition  and  improve agent performance.

A   recent  AkzoNobel  in-house  initiative,   encouraged  agents  to  provide feedback,  relating  to  their  experiences  with   our automated survey solution. All of those familiar with the system agreed, that the instant  transfer from  agent  to survey, meant  the chances   of  completion were far  higher  than than ever before.   It was  also apparent,   that the  ability  to see the number  of  completed  surveys  increase live,  after completion,  helped  boost  agent  morale.  Finally,  it  seems  the  ability  to  monitor  personal performance, in real time, provides agents with more control in relation to their overall performance.


Testimonial

“Having real time  customer feedback available for the sales team and the  advice centre has been  crucial for agent engagement and motivation in this process.  The visibility,  generated from the real time delivery of data, has helped drive results,  amplify  competition and  improve agent  performance  at  AkzoNobel  since  it’s  introduction.