The Customer Service Survey
VocaLabs' weblog providing news and commentary on the challenges of providing good customer service.
Watch This Space
Tuesday - August 30, 2005 03:00 PM in
As we've hinted in a recent newsletter article and discussed with a few select clients, we're cooking up a new service. Keep an eye on this section of the weblog, and look for an announcement in a couple weeks.
In the meanwhile, let's dream a bit about the idea customer service quality assurance process. Lots of companies record calls for quality assurance. Lots of companies also survey their customers after they call.
In my dreams, companies can associate each customer survey with that person's call recording. These are real follow-up surveys, too, not end-of-call surveys which automatically exclude anyone who forgets to wait for the survey at the end of the call (or hangs up early out of frustration).
In my dreams, sophisticated reporting tools let companies focus quality assurance efforts on the 5% to 20% of calls which go badly, instead of spending time monitoring the majority of calls which go well.
In my dreams, all these data--call recordings and survey results--are delivered in near-real-time.
And as long as we're dreaming, this ideal process requires no new hardware or software in most call centers.
Well, that's enough daydreaming for today. Back to the real world....
Posted by Peter Leppik
In my dreams, companies can associate each customer survey with that person's call recording. These are real follow-up surveys, too, not end-of-call surveys which automatically exclude anyone who forgets to wait for the survey at the end of the call (or hangs up early out of frustration).
In my dreams, sophisticated reporting tools let companies focus quality assurance efforts on the 5% to 20% of calls which go badly, instead of spending time monitoring the majority of calls which go well.
In my dreams, all these data--call recordings and survey results--are delivered in near-real-time.
And as long as we're dreaming, this ideal process requires no new hardware or software in most call centers.
Well, that's enough daydreaming for today. Back to the real world....
Posted by Peter Leppik
Posted at 03:00 PM by | | | |