Progressive improvement for any company is vital to its success and continued growth, none more so then when we are talking about call center performance metrics. The majority of call centers have in place metrics that monitor the performance of individuals, teams, and overall performance of the call center processes themselves. Some call centers also have in place customer survey procedures to determine what their opinion of the service they provided was. These are all effective ways of monitoring and improving upon existing procedures.
Understanding what the customer feels about your organization is vital. The only way to do this is through customer surveys. These surveys have to be undertaken by the call center itself so that an understanding of the customers’ feelings towards the companies calls center procedures. Now, there are several customer satisfaction surveys carried out on a regular basis, these can be on products, shipping, or the price of individual items, however it is absolutely vital that a survey is carried out with sole aim being call center experience.
Types of Survey
Monitoring external call center metrics involves:
- Periodic Surveys – Periodic surveys are carried out to retrieve the customers feelings towards your company overall. The results can be used to determine which areas of your organization may need a little work on to improve them.
- Transaction Surveys – Speaks for itself really. Here you find out how the customer thought their transaction was dealt with. These will need to be done shortly after the transaction has occurred so that they can be effectively evaluated.
- Specific Purpose Surveys – If your company requires answers regarding new implementations or procedures, or if you would like to know the customer perceptions about a particular area of your business, then these are the type of surveys you need to be conducting.
Steps to Implementing Customer Satisfaction Surveys
- Purpose of survey – Here you determine what the sole purpose of the survey is. In particular you are looking to answer; what is the motivation behind the survey, who is going to take part, what your desired results are, and what will you do with the results. The purpose should be written out in detailed fashion so that you have a specific plan to refer back to and keep on track.
- Cost involved – A determined project cost is also developed in the planning phase. To come to a specific amount here you need to look at what the costs of staff wages will be; the software/technology needed; telephone call cost; the training needed; and incentives for customers to take part in the surveys.
- Scheduling – It’s important for any project to plan out the approximate time it will take for each phase, so that you have a plan to work to throughout. Here you should consider such tasks as project planning, questionnaire design and implementation, review of questionnaire, survey results review, data analysis and reporting.
- Development of the questions – It is important to look at what results you require from the survey first before you begin to design it. Work backwards here and review several times, as it’s vital that your customers understand your survey and you get the results you need.
- Administration of the survey – The ways to deliver customer satisfaction surveys have changed in recent years. The most popular used to be traditional paper based questionnaires, now a high percentage of surveys are done through telephone, e-mail, or online. You need to determine which way would be best to administer your survey to your consumers.
InSO has over 70 fully trained call center executives. Each of them has over 3 years experience and training in the field. They undertake campaign training before assigning any new campaigns to them. They are trained on everything including the products, company information, business policies, targets, delivery policies and more.
If you would like more information on the offshore phone support services InSO offers please call 626 531 6080 or click here for a free quote.
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