[Alan Clayton]

All the call coaching feedback is terrific. It is critical to do that process.

However, and this is a huge however... A center I was running a few years ago was reporting fantastic call coaching scores.

Too high in fact.

We were doing the group reviews, we were doing all the above.

Something still wasn't clicking. Our true customer satisfaction was not being measured. What we thought was great service wasnt necessarily what the customer might think was great service.

We took our measurement to the ultimate level. We called customers who had called us, and did a true customer satisfaction survey. Remember, our internal measures showed that we were achieving a 95% plus quality.

Our first real customer satisfaction survey showed a 68% customer satisfaction level. Our goal was 95%.

It took some detailed analysis of WHY the customers weren't as impressed by our work as we had been.

After a month of analysis, and another 2 months of implementing the changes, the true measure (from the customer) came up from that initially dismal 68% to 88%.

We had discovered through talking to the customers that some of our internal processes were flawed. By correcting those flaws, both the CSR satisfaction and the customer satisfaction levels were increased dramatically.

The moral to that story ... Once you think you are done with your internal work, if you want to REALLY know the levels of quality, ASK the CUSTOMER for their feedback.

Feel free to call me for more details

Regards

Alan