ROI | Organizational What is Organizational Customer ...2nmz4j29f66ctbjwu7qc1vk4-wpengine.netdna-ssl.com/... · ROI | Organizational Return on Investment “Delivering the right customer

1CSPN ORGANIZATIONAL CUSTOMER SERVICE CERTIFICATION (OCSC©)

CSPN ORGANIZATIONAL CUSTOMER SERVICE CERTIFICATION (OCSC©)

CSPN & OCSC©

What is Organizational Customer Service Certification©?The Organizational Customer Service Certification (OCSC©) is a standard certification that demonstrates an organization’s ability to adapt to the fluidity and increasing expectations within customer service and is endorsed by the advisory council of the Customer Service Professionals Network (CSPN). The advisory council consists of a dedicated group of senior customer service professionals from various organizations nation wide, who impart valuable knowledge and industry expertise and who collectively, share a passion for the customer service industry.

CSPN conducts an annual benchmarking study that ensures accurate and reliable information against which the standards are measured. To participate in our annual benchmarking study please contact: [email protected]

The standards set out by CSPN and the Organizational Customer Service Certification© are continually reviewed by council to ensure quality, validity and reliability of the certification program.

ROI | Organizational Return on Investment

“Delivering the right customer experience is an art and science.”

Through the development and implementation of the Organizational Customer Service Certification©, participatory organizations have seen an improvement in many areas including:

• Cost Savings by 30 - 40%• Employee Satisfaction Index

improved by 25% +• Net Promoter Scores increased by

12 – 30%

Studies have proven a holistic approach yields far greater returns in the long term. Organizations that have implemented a piece meal approach have garnered limited results. Imagine having a road map that addresses the key areas that are essential to maintaining and improving customer service outcomes. The road map ensures your end to end delivery is guaranteed to increase customer satisfaction.

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Customer Service Professionals Network (CSPN)

25 Royal Crest Court, Suite 201, Markham, ON L3R 9X4

Proprietary and Confidential COPYRIGHT © 2017

T: 905-477-5544

[email protected]

www.myCSPN.com

CSPN ORGANIZATIONAL CUSTOMER SERVICE CERTIFICATION (OCSC©)

THE FOUR PILLARS OF OCSC©

The OCSC© recognizes that service excellence is an outcome of organizational processes that are combined with current technology, measurement of performance, and of course, the people that bring it all together.

To consistently achieve service excellence requires an integrated approach between four pillars;

The four pillars are weighted according to organizational needs, making sure no key area is undervalued. myCSPN.com. The standards set out by CSPN and the Organizational Customer Service Certification© are continually reviewed by council to ensure quality, validity and reliability of the certification program.

*These are samples of the over 80 service elements that are assessed through the OCSC© process. Answers are scored according to pre-set criteria (Evidence, Execution and Integration) and weighted to meet industry specifics requirements.

PROCESS Processes and procedures establish the framework for service delivery. To be effective they must be closely aligned, consistently applied and designed with the customer in mind.

PEOPLE People are the backbone, the ones who make it happen. Ensuring that your organization has the right people in place takes time and dedication. Organizationally aligned recruitment strategies which seek out people who would be the best cultural fit is one step to ensuring that staff are committed to organizational success.

Sample Questions:

1. What is your recruitment and retention strategy?*

2. What is your onboarding program?*

3. What is the nature and scope of your recognition program?*

4. What is the ratio of staff to supervisors?*

TECHNOLOGY Having the right technology allows the organization to reach customer service excellence. The technology that your organization uses should directly support your unique business needs and the needs of your customers.

Sample Questions:

1. Do you have a communication technology strategy, and has it

been implemented?*

2. How do you integrate trending technologies (i.e. social media)?*

3. What is your channel strategy (i.e. do you provide multi channel

customer access)?*

4. Is there a disaster recovery plan in place?*

MEASUREMENT Setting specific service goals and measuring performance against them establishes clear expectations, accountability and the basis for improvement. The old adage “What gets measured gets done” is certainly applicable in service delivery.

Sample Questions:

1. Are service level agreements in place and how are they

monitored?*

2. Do you have a method of capturing Customer Effort?*

3. What is the frequency of measuring and reviewing customer

satisfaction results?*

Sample Questions:

1. How often do you perform quality monitoring programs?*

2. How are your processes aligned to optimize the customer

experience?*

3. What are your complaint management standards and how are

they applied?*

PEOPLE PROCESS TECHNOLOGY MEASUREMENT

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Customer Service Professionals Network (CSPN)

25 Royal Crest Court, Suite 201, Markham, ON L3R 9X4

Proprietary and Confidential COPYRIGHT © 2017

T: 905-477-5544

[email protected]

www.myCSPN.com

CSPN ORGANIZATIONAL CUSTOMER SERVICE CERTIFICATION (OCSC©)

ORGANIZATIONAL CUSTOMER SERVICE CERTIFICATION© STANDARDS

PLATINUM STANDARDOrganizational Customer

Service Certification©

90% - 100%Score Achieved

GOLD STANDARDOrganizational Customer

Service Certification©

80% - 89%Score Achieved

SILVER STANDARDOrganizational Customer

Service Certification©

70% - 79%Score Achieved

ABOUT THE CERTIFICATIONThere are three levels of certification that organizations can achieve. Achievement is measured through a standardized assessment, which is scored and weighted appropriately to industry standards. To reach a level, your organization must score within the predetermined ranges. After an organization completes the assessment, a score will be provided which will translate into one of the following certification levels:

Organizations that achieve a score above 70% will be presented with:1. Framed Certificate of Level Achieved2. Permission to use the Awards Logo on Website3. Recognition at CSPN’s Awards Gala4. Complimentary annual membership to CSPN

Participants who score below 70% will be award-ed a Certificate of Recognition for completing the program and are encouraged to retake the assessment after implementing the recommendations provided after the initial assessment.

Certified organizations can display the copy-righted logo to demonstrate their achievement. Recertification is required every 2 years.

Unique Organizational Structures1. Organizations with offices in more than one province

would be required to gain certification in each province.

2. Organizations with multiple offices in one province will be covered by a single assessment.

3. Where an organization has multiple offices, an assessment of selected additional sites (for verification purposes) will form part of the verification assessment.

4. Differing organizational structures can be discussed during our complimentary assessment.

CSPN ORGANIZATIONAL CUSTOMER SERVICE CERTIFICATION (OCSC©)

PARTICIPATORY ORGANIZATIONS

HOW TO ACHIEVE ORGANIZATIONAL CERTIFICATIONOrganizational certification has been divided into the following project phases that provide a roadmap for the certification process.

Initial Consultation - Complimentary

During the initial consultation we will discuss the details of the project, including; scope, organizational needs, desired outcomes, and the OCSC© process. Following the initial consultation, CSPN will create a proposal consisting of the project plan, detailing the time horizon, financial investment, and scope of the project.

PROJECT PHASES

THE NEXT STEP!To see how you and your organization can participate in the benchmarking study or achieve organizational certification contact us for a complimentary consultation

1) Information Gathering

May include:

• Survey development and deployment

• Face to Face interviews

• Review of processes and metrics

• Output: Summary of the current state

4) Recommendations for the Organization

• Develop recommendations to close the

identified gaps

• Output: Listing of strategic

recommendations to close gaps

2) Analysis of Compiled Data

• Review and analysis of the information

collected and identification of service gaps

• Output: Basis for recommendations

5) Presentation on Findings

• Detailed report summarizing findings,

recommendations and benchmarks

• Output: Presentation to management on

assessment findings and recommendations

3) Benchmarking Against Industry Standards

• Comparison of process and metrics to

relevant industry benchmarks

• Output: Report card of relative metrics

compared to industry best practices

6) Implementation Strategy

• Tools and assistance in developing action

plans to address the gaps

• Output: Review and prioritization of

recommendations