San Bruno, CA (PRWEB) April 29, 2013
If call center efficiency, customer satisfaction, and recommendations are so important, why do only a fraction of contact centers benefit from customer satisfaction surveys? Call center managers report that it is often on their project list but never seems to happen. The perceived costs and effort always seem to outweigh the benefits.
By default, on the first day you activate a ServicePattern call center, all interactions are concluded with a survey, including inbound calls, outbound calls, and web chat. And the questions across the channels are the same, so reporting is elevated to an unprecedented level of relevance by allowing management to measure satisfaction by agent, by service, and across teams.
“By knowing what you have actually achieved—results—you can avoid the common trap of driving blind, which is all that work-effort metrics can provide by themselves,” said Konstantin Kishinsky, CEO of Bright Pattern, Inc. “From day one, we designed ServicePattern with built-in surveys, and not as an afterthought, option, or bolt-on. Surveys are only useful if used, and we want all of our customers to use them.”
Customer satisfaction surveys are generally regarded as one of the best ways to improve call center performance and drive progress toward business goals.
“On the continuum from data to information to knowledge to wisdom, too many surveys just provide data,” said Esteban Kolsky, founder of thinkJar – customer strategies advisory firm. “When surveys occur by default and are consistent across channels, they have the ability to provide valuable information in a way that managers can apply their knowledge to so that they can build and apply wisdom.”