What are the steps you took to improve the CSAT of your previous process?

Question

Accepted Answer

I implemented several steps to improve the CSAT of my previous process.

Conducted thorough analysis of customer feedback
Identified common pain points and areas of improvement
Collaborated with cross-functional teams to implement necessary changes
Implemented regular training sessions for support agents
Introduced automated testing to ensure product quality
Established a proactive approach to customer support

Accepted Answer

To improve the CSAT I used to do some pre audit analysis likewise in which disposition we are getting the most DSAT then who all the are advisors who have received highest DSAT and CSAT with highest response on those calls. 
‌Then I used to do ACPT analysis to understand what the actual reason is. If I found that it is an agent error then firstly I used to listen to the calls of the agents who have received highest DSAT and later that I listened to the calls of the good agents to understand what best practices they were following in the call so that I can guide the advisors who all were receiving DASTs.

What are the steps you took to improve the CSAT of your previous process?

Popular interview questions of QA Engineer

Top HR questions asked in ICICI Bank QA Engineer