Watching the Customer
A best practice within call center operations is that the “management team is responsible for collecting and analyzing ‘voice of the customer data’ and for using this data to communicate and demonstrate daily their commitment to delighting customers first time every time.”
Working in a call center is challenging. There are lots of ‘moving parts’ and the most critical moving part is the customer. Spending time understanding and knowing the customer’s voice is another key ingredient to successful call center operations (and your longer term employment!). How do you listen to the customer? Customer surveys? Focus groups? Exit surveys?
How about listening to the customer through your ACD. No, we have not fallen off our tricycle and bumped our heads — not yet at least. One of the coolest things to do to understand the customer is to sit and watch your ACD stats in real-time (although you probably don’t want to admit this to anyone). A coffee in one hand and both eyes on your ACD screen.
Watch and listen (see) what customers are telling you about your call center operation. What is their calling behavior and when do they call? At what points do customers hang up because of wait times? This gets particularly interesting if you have regional segmentation in your call flows that separate customers from different parts of the world, continent or country or region? What is their patience levels for waiting by country or region? Some will wait forever and others will wait 12 seconds!
With this great information in hand, see what changes you may want to make in your operation to delight the customer. Don’t forget to pour others a coffee and have them sit with you watching the customer.
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Posted: January 28th, 2007 under Customers.
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