Benchmarking Customer Service Competence™
What it is
Benchmarking Customer Service Competence™ (BCSC) is an online 360-degree Profiling tool designed for benchmarking and measuring individual and organisational customer service performance against a competency standard. Consultants who deliver BCSC™ receive a high return rate (over 90%) of questionnaires, mainly due to ease of online completion.
What it does
Participants answer questions that encompass essential competencies including Implement Service Principles, Apply Proficient Knowledge of Product or Service, Communicate Effectively and Adjust to Change. Reports can be grouped by demographic category for accurate analysis to assist with process improvement.
Why is it unique
BCSC is soundly based on a solid Customer Service Competency Standard. Reports are normed against an international database of respondents. The product is applicable to all levels within an organisation from CEO to front desk.