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Lessons from CSMs: Agent Perspectives
This Note explores how Customer and Channel Satisfaction Measurement and Management (CSM) exercises helped Eko India Financial Services, a business correspondent network manager (BCNM) for State Bank of India (SBI) and ICICI Bank in Delhi and Bihar, improve its systems over an 18-month period. This Note particularly focuses on agent (customer service point/CSP) feedback. Regular CSM exercises can be very helpful in taking the pulse of its agents or customer service points (CSPs). For Eko, feedback from agents resulted in improved agent management systems, the introduction of a dedicated CSP hotline and prompt remuneration for agents. Furthermore, based on the CSMs, Eko also received insights into the agent selection process and marketing.