The Customer Experience (CEx) Challenge
For Companies with Call Centers

How's your customer service? Is it excellent? If so, we would like to acknowledge your success by presenting your company with our experience genius award along with our highest 5 star customer service rating. We’ll even waive our usual customer service evaluation fee.

But first you’ll have to put your customer service to the test. That means letting our customer service analysts research and rate your customer experience. But, really, how bad could that be? If you don’t make the cut, better to find out from us than the blogosphere. While you’ll pay our customer service evaluation fee, you’ll come away with:

• A statistically valid and meaningful baseline score.
• Interaction criteria designed specifically for your company.
• Action items for how to advance your customer service.
• Objective measures for critical customer experience factors like customer effort and upsell persuasiveness.
• A clear guide for how to do more with every customer interaction.

The CEx Challenge is For:

Our challenge is for any company that prides itself on providing excellent customer service by call, email or chat. While we audit other kinds of customer service, this offer to waive our customer service evaluation fee is specifically for call centers and clients with call centers.

A Few of the Things We'll Analyze:

• Associate product knowledge
• Clarity of information
• Agent likability
• Consistency across time, agent and customer questions

The 95-95 Standard:

No one’s perfect. Even the best customer service agents and companies, mess up every once in a while. Companies with excellent customer service make sure these instances are few and far between—meaning that 95% of their customer interactions score 95 or above. You’ll have a chance to agree to our standards and criteria before your customer service evaluation begins, so it will be crystal clear what you need to get a 95-95 score.

What You Will Get:

In addition to our complete analysis, companies with a 95-95 score will receive an Experience Genius trophy, a 5-star certification and a statement for their website & marketing collateral stating:

“In 2012, our customer service was tested by an outside objective party (name us or not) and we received the highest possible 5 star certification: 95% of our customer service interactions scored 95% or above.”

How Does It Work?

Tell us about any one of your customer service call center modalities (phone, email or chat) and what it means for you to achieve excellence through those interactions. Perhaps excellence means that you: cross-sell products, inspire customer loyalty or spread happiness. Whatever values extend to your customer service, we’ll go over how your interactions will be evaluated, our sampling procedures and what the fee will be if you don’t hit a 95-95 score. If it all sounds agreeable, we’ll get your customer service evaluation underway!

What’s the Interaction Metrics Back Story?

More than a team of customer experience analysts, at Interaction Metrics, we are team of customer experience enthusiasts. We see the CEx Challenge as a win-win: companies get recognition for their top-notch service and we get to rub shoulders with best-in-class customer experience professionals. Our CEx Challenge is a genuine offer and we will waive our customer service evaluation fee for 5 experience geniuses between June 2012 and June 2013.