The Goals of our Customer Satisfaction Survey Methodology
To include the customer in the call evaluation process, thereby ensuring that coaching and requested changes in agent behavior are in-line with the customer’s needs,
To ensure that the organization becomes more customer-driven by getting customer feedback,
To ensure that the “voice of the customer” is being heard for use by the center and by other areas of the enterprise,
To route unhappy callers immediately to a customer service recovery team,
And finally, to keep top management current on the performance of the Client’s customer service call center.
The Goals of our Agent Satisfaction Survey Methodology
Conduct a comprehensive study of what your agents think about working at your center
Identify the major “satisfiers” that build morale and help retention
Find the major “dis-satisfiers” which sap morale, hamper productivity and contribute to turnover
Discover the places where technology gaps are holding back excellent service
Understand the links between agent satisfaction and caller satisfaction.