16th
2007
How to Increase Customer Quality Scores
How happy are your customers? Are they equally as happy with you as they are with other call centers in your sector? Are you better or worse than the average call centers in your industry? More importantly, are your customer quality scores (CQS) in the dump?
In order to find out how happy your customers are, generally you’ll give out a survey at the end of the call and ask these questions:
Were you satisfied with the result of your call?
Was your call center consultant helpful?
Did the agent answer all of your questions?
Was there anything we can do to make you experience with our call center better?
Those questions (and variations) only tell you how good or bad you’re doing, they don’t do anything to help fix the bad things, or continue to do the good things.
If 90% of your customers say that your agent “did not” answer all of the questions the caller had, how do you fix that? First you would have to know what questions were not answered by the call center consultant, but you’ll never know. Observing the obvious and observing patterns is a great way to help increase your customer quality and satisfaction score.
Here are a few quick tips that can help figure out what you’re callers are looking for in a complete and satisfactory call center experience.
1. Find out WHO the caller needs.
This can be as simple as a push button system that directs them to a specific department. Once they reach their intended target (Sales, Tech Support, etc) you’ll know WHO they were looking for. If you have one department that needs a little motivation, check out What Motivates Call Center Employees.
2. Find out WHAT the caller wants.
If the caller gets to tech support and asks about setting up the product and you’re taking 200 calls per day just like this, maybe the product needs to come with better instructions. If the caller wants to file a complaint, get as many details as you can and try to detect a pattern. If you’re getting a lot of calls about a specific store, or certain product then you can address that issue.
3. Find out WHERE the caller bought/is from.
When you receive 500 calls per day about a story in Albany, New York complaining about the lack of respect shown to customers, you can be sure that someone or a few people need to be fired or retrained. If your calls come from all over the nation but the complaints are the same, maybe a company policy regarding the complaint should be instituted. If you have multiple complaints about a certain person, make sure that is addressed as well.
4. Find out WHEN the complaint occurred.
You caller generally knows when they had their complaint. For instance it could have been on Tuesday when they were at work, or Saturday when they went shopping. If you can get a time and date you can easily track and find who might have been responsible for the problem your call center customer is having.
5. Find out HOW you can help.
If the caller is just calling to file a complaint, make sure they know you plan to take action. That is all they’re looking for. If the caller needs assistance with a product, make sure they have all of the information they need before you get off the phone, nobody likes calling a second time.
This tips should help you on your way to making customers happy and increasing your customer quality scores.
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