The Value of Customer Questionnaires in the Call Center

IBM (News - Alert) conducted a survey with more than 1,700 chief marketing officers and found this conclusion: the customer is in control of the business relationship. The industry has always known that creating a great customer experience is the key to success, but in the wake of the digital world and the extended reach it has brought on for companies, it is now more than ever a top priority.

For call centers, this creates further pressure to deliver the utmost customer care during interactions with agents. This week, Monet Software, a provider of workforce optimization tools, has highlighted a tip to help call centers act upon the insights discovered by IBM: customer questionnaires. This is the best way for organizations to measure how well they stand against their customer experience goals, which can be incorporated into a center’s quality management.

According to Monet, typical QM customer questions include those that address: 

• How effectively was the problem resolved?
• How long did it take to resolve the issue?
• How long did the customer have to wait before an agent answered?
• Was the agent’s manner courteous and professional?
• Did the agent have sufficient knowledge of the company and its products?
• How likely is the customer to order from the same company again?

This is valuable data, and once it’s gathered and put into metrics, it can help call center managers gain insight into the kinds of experiences their customers are having. With Monet’s Quality Assurance and Management solution, these experiences can be captured and automatically evaluated. The solution also minimizes risk, providing liability protection and compliance assurance during customer interactions by storing every video and audio transaction.

With solutions like these available on the market, there is no reason why a call center shouldn’t be using them, since a happy customer defines the fate of an organization. Though it is important to develop a platform that generates profit, the key part of that building process has to have the customer in mind. For more information on Monet’s management solution to help create a more valuable customer experience, click here.

Edited by Blaise McNamee