Customer Service based on Survey

[atyourservice]

Hello All,

Our customer service is measured by Survey. We've tried every possible action plan we can think of, but our stats are not getting anywhere. Our list of agents to focus on has gotten even longer. Tried to dig deeper into the root of the problem, but we just can't identify what's going on.

Any bright ideas from anyone?

[lucatdat]

The first thing you need to do is to quality monitor your agents to find out what they are supposed to do in contrast to what they are doing. You should gage your agents customer service skills to see if they need more training on some areas. You can run a regression analysis to see what the drivers are for your Customer Satisfaction numbers and work on the strongest drivers to improve them. Analyse your surveys verbatims to see what your customer are saying. try to improve your agents satisfaction as sometimes it goes a long way in improving Customer Satisfaction. Analyze the pool of data that is going to be surveyed; are your agents tracking their call correctly? is there some type of calls that should not have been surveyed?...

Just a couple of ideas, hope they help.

[atyourservice]

Thanks. This is a great idea to work on the strong areas and even improve it.