Customer Satisfaction best Practice
The long term security & potential success of a business, is habitually dependant, on its capacity to fully understand the requirements of its customers. The positive perception of your organisation is Paramount and, through customer satisfaction surveys, you’re able to monitor how those directly responsible for your performance, really feel. Only through understanding the needs, wants & requirements of your customer base, are you able to fulfil them and should be actively encouraging feedback at every opportunity.
Customer satisfaction surveys have, for years, been entwined with corporate business practices, marketing campaigns and other initiatives, permitting companies to better address customer need & expectations consistently. A well designed ‘cust sat’ survey ensures the capture of insightful information, about the customers’ needs, wants, and requirements. Thereby, enabling the compilation of intelligent feedback (critical & praiseworthy), on products, services, and customer service.
A low cost, automated customer satisfaction survey from Performance Telecom, presents the opportunity to analyse your customers’ satisfaction in real time (every 3 seconds) 24 hours a day, providing tremendous levels of visibility. It’s also possible for Individual agents, to gain access to their own surveys, allowing their strengths, and weaknesses to be identified, managed & resolved on the fly. The automated element of our ‘cust sat’ solution, generates exceptionally intuitive, efficient feedback, enabling customers to respond immediately, as opposed to hours or sometimes even days later. By allowing calls to be transferred to a survey, you greatly increase the potential, for accruing accurate, instant feedback, from a much larger and far more valuable cross section of your customer base. This is infinitely more cost-effective & efficient, than administering a post call survey and, increases the completion rate by an average of 80% (meaning 80% more intelligence), with cost savings of up to 75%. Another potential benefit, attuned with our customer sat’ call transfer process, is the consequential rise in available agents, improving both the handling and retention of calls in the process. Irrespective of positive, critical, or negative feedback, direct measures can be taken, to administer the improvements considered necessary, or address grievances and pacify the right customers.
Smart routing, from Performance Telecom, is another automated component which helps to foster a more ‘intelligent’ data pool, by redirecting the call flow, depending on the customers’ response. Our smart routing feature, offers a remarkable level of control, thanks to the bespoke nature of its application. You could for example, create a routing plan with three potential outcomes, catering for dissatisfied, satisfied & very happy customers, activating the applicable response for the
complete score. If scoring seven or less out of twenty, over five questions, the caller could be routed to your customer care team, tasked with resolving any issues & maintaining customer relations. Between eight & fifteen, a generic ‘thank you’ message could be played before ending the call, and for scores over 16, a voucher could be administered, helping to capitalise on positive perception, by encouraging repeat business, and new custom.
Real time stats, are streamed directly to the call centre via a dedicated wall board, utilising a customisable, intuitive GUI (graphical user interface). This provides priceless MIS & live agent statistics, useful for identifying trends, comparing agents, and encouraging healthy competition among call centre personnel, by providing instant recognition & incentive, for improved performance. The insight, associated with such improved visibility, becomes invaluable and facilitates the application of a highly focused customer service, helping to achieve long-term relationships with customers and superior brand association; as a result. The continuous ‘real time’ accumulation of feedback, becomes the basis for customer intelligence and, when used strategically, such intelligence can be harnessed to drive efforts and initiatives within a company, helping to increase competitive advantage, by amplifying the speed & flexibility of service. This makes gaining the highest levels of customer satisfaction & consumer confidence more probability than possibility.
