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3rd Party Remote Call Monitoring Feature

October 20, 2009

BPA's Customer Satisfaction Surveys Facilitate Information for Users

By Kelly McGuire, TMCnet Editor
For companies in the customer relationship management, or “CRM,” industry, customer feedback is not only a way to drive sales, but also makes for a platform to improve on in-house operations to increase customer satisfaction, a main focal point for CRM industry professionals and organizations.

According to 3rd party remote call monitoring provider, BPA International, traditional customer satisfaction surveys have provided general feedback along the lines of how customers perceive agents in terms of personality, demeanor and delivery.

While this information is useful, no real data is presented behind a customer’s feedback and claims. If a customer reports back that a sales agent is unfriendly, the feedback is only as good as the information it’s backed up with, and in this case for traditional surveys, is none.

In efforts to eliminate this lack-of-information system, BPA’s customer satisfaction surveys take a customer’s feedback one stage further by providing an organization with the extra layers behind a customer’s survey response. 

This way, management staff and sales agents can access the reasons behind the perceptions and take action to improve on any flaws a sales agent, sales team or organization operation may have.

In order to complete and deliver this data, BPA has created a line of customer satisfaction surveys that gear towards balancing both the customer and agent interactions and feedback. 

After extensive research, BPA employees found that customer and agent feedback often contradicted each other, and – in order to eliminate this common occurrence – BPA’s surveys correlate the differences between the two views.  

If a CRM company were to enlist BPA’s services, BPA would assess the interaction of a CRM company’s staff and its customers and provide detailed analysis on how to improve the communication methods, should they need a boost. 

“Ultimately this affects the customer's decision to recommend and re-use the [CRM] company,” BPA officials said. 

According to BPA officials, the customer satisfaction surveys are conducted through various outlets including telephone, mail and face-to-face interactions. 

“Our researchers are skilled in the art of obtaining vital information from the customer to help you to achieve your goals,” BPA officials said.  “We create a partnership between you and BPA to establish your knowledge requirement and then produce the necessary questionnaire to fulfill it.”

So, for companies wanting in depth information on a CRM company’s telephone performance, BPA’s customer satisfaction surveys can facilitate that need and continue to improve a CRM company’s performance.

Kelly McGuire is a TMCnet Editor. To read more of her articles, please visit her columnist page.

Edited by Kelly McGuire
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