Listening to the voice of the customer is not just a cliché - - it is a key for measuring performance and for determining areas requiring improvement. Successful centers usually have open channels and open minds when it comes to gathering information, both positive and negative, from all channels.
Voice of the Customer (Direct) |
5. Strongly Agree |
4. Agree |
3. Neither |
2. Disagree |
1. Strongly Disagree |
Net Score low 2 |
|
When I have an idea for improving customer service, I know I will be heard. |
38.5% |
46.9% |
10.1% |
3.1% |
1.3% |
81.0% |
|
We collect customer feedback directly on a regular basis |
23.2% |
39.7% |
24.2% |
9.5% |
3.5% |
49.9% |
|
I receive direct feedback regarding MY customer’s satisfaction with my service. |
27.6% |
42.3% |
21.8% |
6.5% |
1.8% |
61.7% |
|
Category Averages: |
29.8% |
43.0% |
18.7% |
6.4% |
2.2% |
64.2% |
Overall, agents feel they will be heard if they have an idea for improving service, with question 1 providing a category-high Net Score of 81%. This is countered by a drop of 31%, down to 49.9% (question 2) regarding direct, regular feedback of customer input.
Question 3 shows that there are gaps in the direct, personalized feedback which agents receive from the customers they serve.
Interpretation
The first question indicates a reasonably strong openness on the part of centers to hear agent ideas on Customer Service overall.
However, in terms of individualized customer feedback, we know from experience that most centers simply do not have the technology necessary to provide direct customer feedback down to the agent level - - even though such technology is available in the market.
The proven benefits of feedback technology in terms of quality and costs, as well as the reductions in pricing of such technology over the last several years, are encouraging more management teams to acquire feedback-to-the-agent-level capabilities. Having the voice of the customer "coaching" the agent unfiltered has proven to be a major satisfier for employees. It is also the best way to foster self-improvement. This both empowers the agent and takes a negative onus off of supervisors.
|
Customer Direct Feedback Impact: |
· Agent Satisfaction · Caller Satisfaction · Compensation Incentive Processes |
My Agent Voices blog posts are the result of research on over 5,000 agent surveys conducted in North America. - - Bruce Belfiore