How call centers measure customer satisfaction

OABPO Blog Team Published on June 26, 2014

call-center-agents-customer-service-team-customer-satisfaction
Every leading call center company in the Philippines recognizes the value of customer satisfaction in gaining a competitive advantage in the industry. Customer satisfaction is driven by the excellent service and the experience people get from the agents, and in turn, it drives the loyalty of the market the contact center serves. Customer satisfaction is indeed the yardstick that tells of a firm’s success. That’s why it s imperative to know how agents satisfy customers to determine the success level the company is on. Unfortunately, not all call centers know how to measure it.

A white paper published by CFI Group suggested post-call survey as a way of gauging satisfaction. It does, after all, make sense to ask customers directly about how happy they are with the service they receive. The best way to understand the business relationship is through the consumers’ perspective, and the best time to get their sentiments is right after a call while the interaction is still fresh.

female-customer-phone-mechanic-call-center-outsourcing-customer-experience

Technological advances have enabled companies to gain deep insight from reliable, targeted sources, but the effectiveness of post-call surveys doesn’t depend on technology alone. The contact center has to structure and deliver the survey in a way that would allow it to extract honest opinions and actionable data.

According to a 2007 report by the International Customer Management Institute (ICMI), manual follow-up survey conducted by agents was the most common method of collecting satisfaction feedback, with 38% of contact centers using this technique. The other top choices were email or web-based surveys (34.1%), automated phone surveys (23.9%), and mailed, printed surveys (20.5%).

These methods, although popular, have drawbacks. Since they are typically carried out hours or days after the call, they can’t guarantee genuine feedback, particularly because of recall or memory lapses on the respondents’ part. And most of the time, consumers don’t bother finishing the questionnaire at all.

But that was in 2007. Now, post-call surveys are mostly automated so that companies can record, analyze, and interpret data seamlessly to pinpoint factors that are lowering the satisfaction levels and find ways to work on those. Interactive voice response (IVR) systems have been increasingly used for this activity because of the faster turnaround time and lower costs they bring. To effectively capture responses via IVR-based surveys, call centers apply the following best practices approved by the American Customer Satisfaction Index (ACSI):

1. Equate one issue per question. Instead of using only one question to find out if the agent was courteous and knowledgeable, it’s better to ask about these traits in two separate queries.

2. Focus on one goal. If the purpose of the survey is to gain honest opinion about agent performance, you shouldn’t include marketing or product-related questions.

female-customer-happy-on-the-phone

3. Keep the survey short, ideally not lasting more than two to three minutes to keep the respondent interested.

4. Only collect feedback that matters. It’s tempting to take the opportunity to ask everything about the brandโ€”from the product, to the service, to the reception. But again, if your goal for conducting this is just to improve agent efficiency, you should only ask questions relating to the customers’ interaction with your employees.

5. Use the right scale. Excluding 0, most dial pads only have the numbers 1-9, so if your survey asks to rank something, keep the ranking within a practical scale. Each answer should be keyed in with one press, so 1-10 rankings are not ideal in IVR-based surveys.

6. Survey results are not meant to evaluate individual agents; You should use the data to improve the overall performance of the team.

Effective survey methods can capture data that accurately reflect the customers’ experience. Once you get the information you need, you should now put it into work.

Join us on facebook
Open Access BPO 3 days ago
Stress is common among #CallCenter agents.
But night shift agents experience twice the amount of stress because their work schedule disrupts their normal sleeping pattern.

Here's what you can do to help your night shift agents: https://buff.ly/3P1qkt3

----------
We foster a culture of employee care, with opportunities to grow and thrive: https://buff.ly/3P0nT9Q

#WeSpeakYourLanguage
#CallCenterManagement #EmployeeManagement
Open Access BPO 3 days ago
Brands occasionally opt for #crowdsourcing to manage their #ContentModeration needs, covering everything from #SocialMedia content to customer reviews.

Sadly, trusting user-generated filters can be risky, affecting your:
Brand reputation
Customer experience

Learn about the risks and real-world examples of brands that faced challenges due to inadequate moderation: https://buff.ly/3SYvNSA

----------
Outsource your brand's content moderation needs to a trusted #BPO empowered by multilingual expert: https://buff.ly/3SYvPKc

#WeSpeakYourLanguage
#ReputationManagement #CX
#CustomerExperience #BrandProtection
Open Access BPO 4 days ago
๐—•๐—ฟ๐—ฎ๐—ป๐—ฑ๐˜€ ๐—ป๐—ฒ๐—ฒ๐—ฑ ๐˜๐—ผ ๐—ฐ๐—ผ๐—ป๐˜€๐—ผ๐—น๐—ถ๐—ฑ๐—ฎ๐˜๐—ฒ ๐˜๐—ต๐—ฒ ๐—ฏ๐—ฒ๐˜€๐˜ ๐—ฝ๐—ฒ๐—ผ๐—ฝ๐—น๐—ฒ, ๐—ฝ๐—ฟ๐—ผ๐—ฐ๐—ฒ๐˜€๐˜€๐—ฒ๐˜€, & ๐˜๐—ฒ๐—ฐ๐—ต ๐˜๐—ผ ๐—ฏ๐—ฟ๐—ถ๐—ป๐—ด ๐˜๐—ต๐—ฒ ๐—ต๐—ถ๐—ด๐—ต๐—ฒ๐˜€๐˜-๐—พ๐˜‚๐—ฎ๐—น๐—ถ๐˜๐˜† ๐˜€๐—ฒ๐—ฟ๐˜ƒ๐—ถ๐—ฐ๐—ฒ๐˜€ ๐˜๐—ผ ๐˜๐—ต๐—ฒ๐—ถ๐—ฟ ๐—ฐ๐˜‚๐˜€๐˜๐—ผ๐—บ๐—ฒ๐—ฟ๐˜€.

Their goal is twofold:
โ€ข to please customers and retain them; and
โ€ข to differentiate themselves from competitors.

However, even with the right strategies, one customer service blunders can quickly turn a customer's experience sour.

Here are the #CX mistakes that can ruin your efforts: https://buff.ly/3T9AN8c

----------
Let's give your consumers the #CustomerExperience they'll be talking about for years: https://buff.ly/42TUVhR

#WeSpeakYourLanguage
#CustomerService #CallCenters
#MultichannelCallCenter
Open Access BPO 4 days ago
To deliver great #CustomerExperience, you need a team of passionate employees.
But if your #CallCenter agents are suffering from ๐—ฝ๐—ผ๐—ผ๐—ฟ ๐˜๐—ฒ๐—ฎ๐—บ ๐—ฑ๐˜†๐—ป๐—ฎ๐—บ๐—ถ๐—ฐ๐˜€ and ๐—น๐—ฎ๐—ฐ๐—ธ ๐—ผ๐—ณ ๐˜๐—ฒ๐—ฎ๐—บ๐˜„๐—ผ๐—ฟ๐—ธ, it's time for you to step in.

To heighten #EmployeeEngagement in the #ContactCenter, consider these coaching strategies: https://buff.ly/48pvHJr

----------
For quality #outsourcing frontlined by diligent, skilled experts: https://buff.ly/48uy4dJ

#WeSpeakYourLanguage
#Customerervice #EmployeeManagement
#CX #CallCenterTraining #OutsourcingCX
#CustomerService #CallCenters #CSat
#CustomerCentric #HappyCustomer #productivity
Open Access BPO 4 days ago
๐—ช๐—ฒ'๐—ฟ๐—ฒ ๐—ฝ๐—ฎ๐˜€๐˜€๐—ถ๐—ผ๐—ป๐—ฎ๐˜๐—ฒ ๐—ฎ๐—ฏ๐—ผ๐˜‚๐˜ ๐˜€๐—ผ๐—น๐˜ƒ๐—ถ๐—ป๐—ด ๐—ฏ๐˜‚๐˜€๐—ถ๐—ป๐—ฒ๐˜€๐˜€ ๐—ฝ๐—ฟ๐—ผ๐—ฏ๐—น๐—ฒ๐—บ๐˜€ ๐—ฎ๐—ป๐—ฑ ๐—ฎ๐—ฑ๐—ฑ๐—ถ๐—ป๐—ด ๐˜ƒ๐—ฎ๐—น๐˜‚๐—ฒ ๐˜๐—ผ ๐—ฝ๐—ฒ๐—ผ๐—ฝ๐—น๐—ฒ'๐˜€ ๐—น๐—ถ๐˜ƒ๐—ฒ๐˜€.

Open Access BPO improves customer, user, and digital experiences, to help you create meaningful connections with your global market.

We provide a broad range of outsourcing solutions including customer experience, content management, back office solutions, and knowledge process support. Our multicultural experts deliver these 24/7 services in over 30 languages from our six sites across Asia and the United States.

Contact us today:
www.OpenAccessBPO.com
+1.888.888.1519

- - - - - - - - - - - - - - - - - - - -
#WeSpeakYourLanguage
Open Access BPO 5 days ago
Call center agents have certain qualities that may be overlooked by team leaders.
Many of those are just as important in empowering them to ensure #CustomerSuccess as effective #CX reps.

๐—›๐—ฒ๐—ฟ๐—ฒ ๐—ฎ๐—ฟ๐—ฒ ๐˜€๐—ผ๐—บ๐—ฒ ๐—ฐ๐—ฟ๐—ถ๐˜๐—ถ๐—ฐ๐—ฎ๐—น ๐—ฏ๐˜‚๐˜ ๐˜‚๐—ป๐—ฑ๐—ฒ๐—ฟ๐˜ƒ๐—ฎ๐—น๐˜‚๐—ฒ๐—ฑ ๐˜€๐—ธ๐—ถ๐—น๐—น๐˜€ ๐˜๐—ต๐—ฎ๐˜ #๐—ช๐—ผ๐˜„๐—–๐˜‚๐˜€๐˜๐—ผ๐—บ๐—ฒ๐—ฟ๐˜€ ๐—ฎ๐—ป๐—ฑ ๐—น๐—ฒ๐—ฎ๐—ฑ ๐˜๐—ผ #๐—•๐—ฟ๐—ฎ๐—ป๐—ฑ๐—Ÿ๐—ผ๐˜†๐—ฎ๐—น๐˜๐˜†: https://buff.ly/3Tcdtqf

----------
Our recruitment, training, and quality assurance best practices have helped transform our partners' #BrandExperience.

Contact us right now for heightened #CustomerExperience that sets your brand apart:
https://buff.ly/3uWmydr

#WeSpeakYourLanguage
#CustomerExperience #CSat
#OutsourcingCX #CustomerService #CallCenters
#CustomerCentric #HappyCustomer
Open Access BPO