dis-sat report

[yukihiro]

management has asked me to come-up with a monthly end-user dissatisfaction report. im thinking of dividing this matter into two categories: 1. end-user complaints against our client's products and services 2. end-user complaints against our call center agents and services

for the 1st category, data can be easily generated from our system. analysis is all that is needed. however, for the 2nd category, i am uncertain on how to handle this matter. we do not have records of callers complaining about our agents' call handling, call queuing, etc.

since im doing this for the first time and will be doing it monthly already, i need advise on how to come up with a comprehensive and analytical baseline report..

help..

[NBosch]

Reporting on customer (dis-)satisfaction is always a difficult topic in CC's.
Especially those call center managers that worked themselves up through the various levels can be oversensitive towards criticism about their agents.

It depends a lot on a few definitions how you want to report to the management.
1. Define customer dissatisfaction.
Do you make a difference between just and unjust customer dissatisfaction ?
2. Define your targets.
How many complaints do you tolerate ?
etc.

The level of measurement also depends on the size of your call center and the software you are using. In, for instance, a SAP CIC program that was developed for our company, we have a well structured code table for complaints.

Well, lets assume that your CC is comparable to mine, then I would do the following:

1. Define 1 or 2 teams to handle ALL escalations. 1 for Customers complaints ( Points of Sales etc.) and 1 for the End Users of the products.
2. Set up a clear process with well defined targets and metrics.
3. Define what you want to know... and then define the software sollution that gives you the possibilities to measure. If this means that you have to buy/develop a new software program...do it. It will be benificial.

My Customer Intervention and Escalation teams have worked with a self designed Access database for over a year. But the information I received out of this, cleared the way to get specialized functionality in our SAP CIC solution.

If I can be of any more help... feel free to send me an e-mail
niek.bosch@medion.com

Good luck.