CSAT Central proudly support the UKCCF’s new VOC Awards Programme

CSAT Central is pleased to announce that they are the chosen partner to support the UKCCF in their new Voice of the Customer (VOC) Awards programme for 2014/2015!

The VOC Awards are a new award category for the London and South East regions of the UKCCF, judged entirely by the centre’s customers. CSAT Central has designed and provided a post-interaction survey, which can be used across voice, email, chat and social media channels. The survey asks just three generic questions relating to the performance of centres and agents, with an opportunity to capture additional free text comments.

To enter the VOC Awards, all UKCCF centres need to do is transfer a minimum number of customers into our post-interaction survey for each channel and our application does the rest. Entrants will get their own, bespoke wall board which tracks question scores and comments in real time for each channel. We will also provide an internal league table for each agent, to enable tracking and comparison of individual agent performance.

We are also providing the UKCCF with a Master Wall Board, to be hosted on their website throughout the duration of the programme, which tracks all entrants’ scores by centre and agent. This will enable participating centres the opportunity to benchmark and compare VOC scores with other entrants throughout the evaluation period. Both centre and agent names will be anonymised on the Master Wall Board for security and privacy reasons.

The evaluation window for the London and South East regions of the UKCCF will be open from September 2014 and run through to the end of March 2015. The leading centres and agents for the VOC Awards will then be announced at a lavish awards ceremony hosted by the UKCCF in May 2015. CSAT Central will also be providing a full white paper, sharing the insight gained from this important VOC study.

For further information on the VOC Awards, please visit the UKCCF website here: www.uk-ccf.co.uk/vocawards.