Call Center QA Featured Article
Surveys Serve as Next Logical Step in 3rd Party Remote Call Monitoring
The performance of the call center is often top of mind for company leaders, as this constant drain on resources must be delivering the anticipated value. This is especially true if the call center does not generate revenues directly. Agents interacting with clients can impact revenue generation, however and must deliver the anticipated quality experience. Failure to do so is easily captured with 3rd party remote call monitoring.
For the N.C. Department of Environment and Natural Resources, the outcome is positive. A recent customer service survey identified improvements in overall performance of the call center. Consumers are finding agents more responsive and helpful compared with interactions in 2011. According to the survey, the center showed a 20 percent improvement overall in terms of customer service delivery.
The center was scored in nine categories, including assistance in seeking new permits and environmental issues. Average ratings when taken as a whole improved from the 2011 score of 3.24 to the 2013 score of 4.0. Likewise, the survey also identified areas for improvement. The center could make changes to the current website to make it easier to use and more helpful for those seeking answers to their questions. As a result, refining the website has become a priority project for the department.
As agents within the center interact with the public on a daily basis, the perceived customer experience is critical. Employees may interact with a consumer to help write permits, conduct inspections, teach people about the environment, provide technical assistance and so much more. Conducting a survey offers opportunities for the organization to identify what is working well and what could be improved to deliver a better experience for all consumers.
Organizations such as these will often use 3rd party remote call monitoring to identify and measure the effectiveness of its customer service initiatives. By listening to the entire conversation, managers and employees can identify specific cues shared by the consumer that indicate frustration, satisfaction or simply no reaction at all. As this means of measuring customer perception is really just one part of determining satisfaction, the next logical step is the consumer survey.
BPA Quality, a 3rd party remote call monitoring provider, also supports clients in their efforts to survey to customer base. By taking the feedback process one step further, BPABuilder Customer Satisfaction Surveys provide organizations with the reasons why certain perceptions are formed, as well as with actionable data to enable change. After all, the gathering of the information is critical, but only if the organization does something with that data to improve overall performance.
Edited by Blaise McNamee
