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You know we've all heard that message. The one that says, This call may be
monitored
for quality purposes. And you know everybody is saying right back.
"And I'll be doing the same thing."
So if you don't make any easy, people take all those insights and share them
on your social media platforms, positive and the negative.
And anytime you do a voice of the customer measurement
your stuck with trying to make changes
with a group that is not engaged.
So you need to change the way that you're thinking and actually give people the
opportunity to evaluate that service experience right then and there;
and share it with them.
This process doesn't have to be extremely complicated
but if you do have to build in trust and
have the ability to convert this data quickly
so that people
do something with
the evaluation of service.
And most critically important is to include a survey calibration process.
If you want ownership
agent report cards have to have
the surveys that are for them.
Sometimes customers don't always evaluate person who help them and you
have to fix those. And that's
what survey calibration does.
And when you fix those errors and agents have trust in the measurement they're gonna
be happy and engaged.
You may be sitting there in saying, I already have too much on my plate.
There's no way that I can get the IT resources and the help to do this.
You know what, you don't have to have IT.
You can actually implement a program like this in less than two weeks. It's an
award-winning
external quality monitoring program.
This program is only available from the award
winning team at
Customer Relationship Metrics. Contact us
for your complimentary consult today.