Debit Success, one of the largest full-service direct debit management services in Australia and New Zealand, used AskNicely to level up their customer service. Debit Success has offices in Auckland, Denver, Melbourne, Sydney, Perth and Brisbane, and currently initiates over 22 million transactions annually, for more than 3,000 businesses. The Debit Success frontline team takes on the critical role of keeping those 3,000 accounts happy, coming back for more and referring fellow businesses.
But what does keeping customers ‘happy’ mean?
What it means to someone from the Auckland office, might be something completely different to what it means to someone from the Brisbane office...
Which brings us to the key challenge Debit Success were facing before using AskNicely: inconsistent service delivery.
Frontline staff in offices throughout the globe were delivering varying levels of service, which subsequently resulted in varying levels of customer satisfaction. Without consistently delivering awesome customer experiences, Debit Success was losing out on repeat business, referrals and ultimately revenue growth.
The solution was clear, they needed to coach, support and provide customer feedback to their frontline staff to reach a consistent level of service, delivering on the things that mattered to the Debit Success customers.
The tricky part was actually doing it.
How could they effectively coach, motivate and empower their hundreds of frontline team members in a cost and time effective way?
With AskNicely, of course.
Debit Success now celebrates and coaches their call center teams with customer feedback tied to individual performance. In a single glance, every worker can see their own customer experience score, ranking, shoutouts and areas to improve.
With this feedback loop, they've improved the results of their bottom-ranked agents by coaching for what they know drives great customer experiences, and validating awesome work when it happens.
Since implementing AskNicely, they've fostered a positive competitive culture among their team leads, with everyone wanting to win on AskNicely leaderboard. Managers are able to provide broad training on common themes, and personalized one-on-one coaching on specific customer feedback.
“AskNicely changed our coaching conversations. We now have regular examples of excellent customer service to coach from, and our team leads actually compete to get to the top of the AskNicely leaderboard” — Wayne Pointon, Global General Manager, Service Delivery
No longer are frontline team members told to "do better," but they have a benchmark for what better looks like. Now employees across offices have the same idea of what it means to keep customers happy. The frontline also feels better, with the support, feedback and coaching they need to succeed.
Individual solution center agents saw dramatic improvement in their performance. Agents who ranked in the bottom third, increased NPS by 21.5 on average to more closely match the high performers. As lower performers improved, their morale, motivation and sense of empowerment grew with them.
This new coaching culture that’s been so epic for Debit Success’s team, has directly impacted their bottom line. Individual success was mirrored in the performance of the firm overall and individual improvements added up to increase the firm’s NPS score by a whopping 20.8 points.
Debit Success went from having an inconsistent service delivery and a lack empowerment amongst frontline employees, to winning on customer experience and satisfaction through real time customer feedback and evidence based coaching conversations
Want to learn more about the very platform Debit Success used to get their lowest performers to match their best? Learn more about AskNicely here.
