5 Ways Customer Feedback Can Improve Your Call Center
March 9, 2015
This post originally appeared in SOCAP Communities on March 2, 2015.
You can train your agents and your managers until you’re blue in the face, but like a parent sending a child off to college, you never know how capable your call center is until you unleash it upon the public. Unfortunately, your representatives don’t return after a few months with grades in hand – you have to seek out barometers for success yourself.
Gleaned from the very people you rely on for sustained business, customer feedback data can help you identify key areas for improving call center agent performance. The following are five areas where a careful study of your customers’ experience can help you discover issues that you might not have known existed, and identify areas ripe for improvement.
1. Customer Satisfaction First, and most obviously, you want the people who dial into your call center, for whatever reason, to have a positive experience (or as positive an experience as possible). Allowing for the rare person just looking for a stranger on whom to blow off some billing-related steam, most customers are trying to get a question asked or a problem fixed – and they’re usually more than willing to tell you if their needs were not met.
Looking at your customer feedback data in aggregate will identify drivers for customer satisfaction. Are a sizeable percentage of callers asking the same question, or lodging the same complaint? Not only can you relay this to the operations side of your business, you can prepare your agents with these details. Which leads us to…
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Clarabridge’s blog, Sentiments, helps businesses incorporate customer sentiment and feedback into their business strategy. Published by Clarabridge, Sentiments speaks to customer experience professionals, marketers, customer care leaders and anyone who wants to make informed, strategic decisions that delight customers. Follow Sentiments on Twitter @Clarabridge.