Stream Exceptional Customer Experience (ECE)
Our clients value quality—the ability to consistently satisfy customers through definable, repeatable actions. High-quality customer support is a critical achievement for our clients because it ultimately ties into brand loyalty and long-term customer value.
As our company mission, delivering the exceptional customer experience is a key commitment at all levels of our organization. Through an extensive survey process, Stream identified key aspects of how customers define a superior support experience and translated "exceptional" into a measurable process.
The process begins with a proprietary call coaching legend designed to measure individual performance in terms of the key aspects identified in our survey. Our site quality teams then conduct individual support professional (SP) evaluations based on this legend. SPs meeting the performance measurements of delivering an exceptional customer experience as confirmed by our customers are recognized and rewarded for their excellence.
In the end, this process allows
Stream to recognize excellence while learning more about SP behaviors and how these behaviors can help predict customer satisfaction. Clients reap the benefits of improved satisfaction, enhanced customer loyalty, and increased brand awareness.