The Customer Experience, Quality & Training team at Kaufland e-commerce ensures that our customers have the best possible experience with our customer service. It evaluates customer satisfaction, reviews the quality of our external service providers and trains our partners.
The team consists of the following sub-teams
The Customer Experience, Quality & Training team at Kaufland e-commerce is divided into three specialised departments that work together to continuously improve customer satisfaction and the quality of our services.
- Customer Experience (CX): This team takes care of everything related to customer satisfaction. They evaluate customer satisfaction surveys, manage rating portals and analyse app reviews for the Kaufland app. Their goal is to quickly resolve customer issues and win back any disgruntled customers.
- Team Quality: The colleagues from this team are responsible for assessing and analysing the quality of our external service providers. This includes random samples and calibrations, carried out directly with the service providers’ contact persons. If they notice larger fluctuations in quality, they conduct deep dives and listen in on calls to support the agents and improve the quality of service.
- Team Training: As the name suggests, this team is all about coaching and training. They are responsible for creating training materials and work closely with our partners’ coaches. The team also handles e-learning and maintains our knowledge database, which contains all of our current processes.
The team pursues the following objectives
The team’s main objective is to increase customer satisfaction, measured on a scale of 1 to 5 stars, and to continuously improve the quality of our service providers. Each team member actively contributes to ensuring that customer concerns are handled efficiently and professionally to guarantee the best possible experience.
We enjoy our work because we can immediately see the impact of even the smallest adjustments.
– Team member
No two days are the same for the Customer Experience team, as employees interact with a wide range of customers and their concerns. While there are generally defined processes, special cases that require a customized solution are also common. The Quality team spends most of its time on quality checks and listening in on phone calls to further support the agents. In the Training team, the focus is on providing employees with the necessary knowledge and skills as well as close cooperation with service providers when necessary, especially for new projects or internationalization.
Every day brings new challenges and insights, and you’re never quite sure what you’re going to learn next. – Natalia, Teamlead Customer Experience, Quality & Training
How the team keeps in touch
To ensure that collaboration runs smoothly, the team uses various communication channels to keep each other up to date and provide support:
- Weekly: Once a week, there is a meeting with the entire team.
- Monthly one-on-one meetings: Once a month, each team member has a one-on-one meeting with the team lead to discuss various figures and tasks.
- Ad-hoc communication: Whenever employees encounter challenges or difficulties, they can make use of messenger tools, for example, to communicate with the rest of their team.