How can call centers collect customer feedback effectively?

OABPO Blog Team Published on July 18, 2014

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Customer feedback is among the most valuable bits of information that a contact center should collect. In fact, clients should include effective feedback gathering methods as one of the criteria a vendor must possess before they consider outsourcing to a call center in the Philippines or any top outsourcing destination. This is because the capability to generate honest, accurate opinions and testimonials can give a higher guarantee that a firm can measure its efficiency well.

Your contact center probably applies collection methods, but how sure are you that they are effective? If you feel that you’re not getting enough feedback or if your practices are coming out futile, these tips might work for you:

1. Don’t wait long to make a post-call survey

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Post-call surveys should be conducted with immediacy, or else, the feedback you could generate may come out inaccurate or incomplete. Offer IVR surveys or send email questionnaires within two days since the transaction closed so that the customers could recall their experience and the service they received in full detail.

2. Schedule satisfaction surveys

Use post-call surveys if you want to measure service quality, but if you want to know how satisfied users are with your products, ask for their feedback a week or two after the purchase. This allows them enough time to experience the product and give a good measure of its usability.

3. Change tenses

Sometimes, a simple shift of verb tenses is all it takes to get valuable answers out of respondents. Questions like “Will you tell your friends about us?” ask about the customers’ future intentions, which don’t always stick with them; whereas “Have you recommended us to your friends?” produces more response.

4. Use speech analytics

Speech analytics tools can be used for more than monitoring agent performance; they can be used for gathering and interpreting customer insights as well. Analyzing tone, word choice, patterns, and speaking mannerisms could reveal more than what simple yes or no answers can tell in phone-based surveys.

5. Monitor web activities

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The advent of mobile technology paved way for self-service options and crowdsourcing to become alternatives to phone-based customer service. Use these to your advantage by observing user-to-user interactions on forums or social media and by positioning satisfaction rankings, polls, questions, or feedback forms on your self-service platforms.

6. Measure happiness too

Most of the time, agents and surveys ask what bothers customers and how they can improve the company s service, but compliments should be given as much attention as complaints. Positive feedback from happy customers can give you an idea on how you could give the same satisfying customer experience to other consumers.

 

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𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 𝗣𝗿𝗶𝗼𝗿𝗶𝘁𝗶𝘇𝗲𝘀 𝗘𝗺𝗽𝗹𝗼𝘆𝗲𝗲 𝗪𝗲𝗹𝗹𝗻𝗲𝘀𝘀 𝘄𝗶𝘁𝗵 𝗡𝗲𝘄 𝗟𝗶𝗳𝗲𝘀𝘁𝘆𝗹𝗲 𝗠𝗼𝗱𝗶𝗳𝗶𝗰𝗮𝘁𝗶𝗼𝗻 𝗜𝗻𝗶𝘁𝗶𝗮𝘁𝗶𝘃𝗲

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The three-month program was launched July 30 at the company's Robinsons Summit Center HQ in Makati, with a live stream to its Davao and work-from-home teams. According to Senior Director Nate Martinez, SHIFT focuses on a holistic approach to fitness and nutrition to promote lasting lifestyle changes.

The initiative, which stands for 𝐒𝘂𝘀𝘁𝗮𝗶𝗻𝗮𝗯𝗹𝗲 𝐇𝗲𝗮𝗹𝘁𝗵 𝗮𝗻𝗱 𝐈𝗻𝘁𝗲𝗴𝗿𝗮𝘁𝗲𝗱 𝐅𝗶𝘁𝗻𝗲𝘀𝘀 𝐓𝗿𝗮𝗻𝘀𝗳𝗼𝗿𝗺𝗮𝘁𝗶𝗼𝗻, aims to help employees in the business process outsourcing (BPO) industry build healthier, sustainable habits.

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Excellent #CustomerService is built on #EmployeeSatisfaction.

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Open Access BPO 13 days ago
Getting a bad performance review can be tough, but it doesn't have to be the end of the world.

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𝐆𝐞𝐭𝐭𝐢𝐧𝐠 𝐚 𝐛𝐚𝐝 𝐩𝐞𝐫𝐟𝐨𝐫𝐦𝐚𝐧𝐜𝐞 𝐫𝐞𝐯𝐢𝐞𝐰 𝐜𝐚𝐧 𝐛𝐞 𝐭𝐨𝐮𝐠𝐡, 𝐛𝐮𝐭 𝐢𝐭 𝐝𝐨𝐞𝐬𝐧'𝐭 𝐡𝐚𝐯𝐞 𝐭𝐨 𝐛𝐞 𝐭𝐡𝐞 𝐞𝐧𝐝 𝐨𝐟 𝐭𝐡𝐞 𝐰𝐨𝐫𝐥𝐝.

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