The Customer Service Survey
VocaLabs' weblog providing news and commentary on the challenges of providing good customer service.
First Light
Wednesday - November 16, 2005 11:02 AM in
When astronomers build a new telescope, one of the most important milestones is "first light." Back in the good old days, that would be the first time an astronomer actually looked through the eyepiece of the telescope and saw stars, confirming that the optics are good (these days, very few astronomers actually look through telescopes. It is all done through electronic imaging, and "first light" is the first picture snapped by the new instrument).
Our new Express Feedback survey service is approaching a similar milestone, and it seems like an apt metaphor. Just as a new telescope is intended to see farther and clearer than anything before, Express Feedback will give us a new kind of clarity into the quality of customer service. By calling the customer back for a survey within minutes of the end of a call, and matching that survey with a call recording, we hope to provide a clear view of both what happens during a customer call, and what the customers think of it.
Our first light will be with a customer service call to a regional mobile phone company. We are just completing some system integration with the client's ACD vendor, a task which could be done in just a few days (or, as sometimes happens, it could take weeks).
Of course there will still be a lot of work to do. But this first survey will prove that all the pieces are coming together, that we can perform a survey right after the end of a call, and that we can match the survey to the call recording.
Posted by Peter Leppik
Our first light will be with a customer service call to a regional mobile phone company. We are just completing some system integration with the client's ACD vendor, a task which could be done in just a few days (or, as sometimes happens, it could take weeks).
Of course there will still be a lot of work to do. But this first survey will prove that all the pieces are coming together, that we can perform a survey right after the end of a call, and that we can match the survey to the call recording.
Posted by Peter Leppik
Posted at 11:02 AM by | | | |