If you are in search of a sure fire way to find out exactly what your customers love about your call center operations and what they might not be completely satisfied with, a great way to open the door to their true feelings is by listening to customer feedback to help change the way you do business.

According to a recent blog post from Knowlagent, “Inside your call centers you have a gold mine of information that you should be using to harness action. One of the most powerful is organizing that information your ‘detractors’ (those who are not pleased) give you.”

Below you will find some key things to be aware of to measure up to increasing customer demands within the call center space.

First, it is crucial that your agents fully comprehend what a “Detractor” is when they speak to one. The only way you are going to be able to improve your business is by weeding out the fully satisfied customers from those who believe they were provided with a less than stellar experience. Identifying potential “detractors” or customers at risk can help to curtail losses immediately.

Help your reps enhance the skills needed to determine who could potentially move to a competitor and what the best practices are for rescuing these customers before they are no longer using your services in the shortest period of time.

Second, be sure to fully comprehend why customers are your detractors. It is always smart to continuously keep an open dialogue with agents about the most prevalent reasons for customer’s complaints or unhappiness.

“You may want to do some additional outreach to contact those customers. To get that information, you need to reach out to these customers and genuinely ask what went awry in the relationship. This type of action (which can be done during down times) flips your center from cost center to strategic partner business partner to the business – providing relevant and ROI related information to improve the operation,” the post revealed.

Last but not least, sponsor either quarterly or monthly customer loss reviews that involves participation from company executives. There is no better way to closely analyze the way you are servicing your customers by focusing solely on that and allowing executives to see clear reasons as to why they are currently suffering from a loss of revenue. If you call center operations can highlight major issues that continue to occur, it will be easy to remedy them.

Last week, TMCnet reported that Knowlagent in conjunction with DMG Consulting LLC, have worked together to distribute two highly informative white papers, as well as two podcasts. To read the full report, click here.