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Hey
if
you've get ever heard somebody say only angry people participate in post-call
surveys
don't believe them
be cause it's just not true.
When you actually see one that is put together a run well
you'll actually find that the majority of the results that come out of that are
more positive in nature.
And that would not mean that angry people on the opposite that angry people just
don't participate at all, that's not true.
It's just
the fact that if you think about the level of service or the types of
service, quality of service
that your contact center is delivering
if the majority of the was negative
do you think you'd be in business?
No way!
You'd actually be handling more escalated calls than you would frontline
calls as well.
It's just not true to think that only the angry take it.
Now I have seen where there has been a larger percentage of the angry
and oftentimes I find that
people are using those postal surveys really as a service failure or a
service recovery alert system. Not necessarily a voice of the customer program.
Because they are very different. So
if you actually want to say, alright anytime that we have a failure in
product, policy,
people, we want to know about it. And we are going to use the post-call survey or that
or that type of feedback mechanism in order to do some service recovery. Then
you know what? Trying to isolate and find those failures is more appropriate. But you
can't necessarily to say that this is the voice of our customer because you've
skewed
the data that you're collecting to be negative.
So there's very different things going on here. If you're talking about
continuous process improvement,
you're talking about
you know a voice of the customer program. You wouldn't want to set it up
took only really captured those service failure opportunities and isolate those
and in fact really from a morale perspective and from showing
a vaule and worth of your contact center you don't want to collect
just the negative. Because you start reinforcing the negative
and saying that hey this is a bad and we are bad because you're only focusing on
the negative. We know that that's the way it works our own personal limes when we
over focus on the negative. So I would recommend not doing that at all.
You wanna make sure that you get the positives so that you can celebrate your successes.
Because if you don't celebrate it,
you know,
you can't expect others to do it either.
So be careful.
It's not only the negative that participate. Don't set it up to where you only can only
collect the negative.
It's really positive,
so that you can celebrate more successes
if you do it correctly.
And you should celebrate you deserve it.
Now we cover of course this question many others in the ebbok twenty-five
mistakes to avoid with post call IVR surveying. Make sure you get your free copy,
There's a self-assessment in there.
Share it with your friends so that we can get rid of a lot of these bad
bad rumors and that practices with post-call IVR surveying.
Take care
and good luck.
If you're looking to
either add or improve the performance of your post-call IVR survey program
now is the time to get the people twenty five the stakes to avoid with post-call
IVR surveys. This ebook has
actually been compiled by
more than twenty years of research from Dr. Jodie Monger who invented post
call IVR surveys in contact centres. You get seven rules to live by with post call
IVR surveys and twenty-six questions to help you identify things that could
actually cause you to have the outcomes that you don't want with post-call
IVR surveys.
So get your your book by going to www.metrics.net
clicking on the solutions tab
going to the resource library and downloading your complimentary copy of
this ebook today.
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