Data is the modern language of the call center. From FCR and abandonment rates to average handling time and QWT, acronyms and numbers often tell the story of the customer experience (Okay, I made that last one up just to see if you were paying attention).
But what about the story that the customer himself is ready to tell? Are you prepared to listen to the Voice of the Customer through a well-crafted survey? If so, you may be wondering how to develop call center feedback questions that will inform your practices and improve your service. Well, look no further.
Here are a number of call center feedback questions and tips to get the most out of your Voice of the Customer.
Some companies prefer to elicit customer responses that are either black or white. In our thumbs-up, thumbs-down quick media culture, customers have no trouble taking a moment to rate their experience as either positive or negative. Here are some yes/no call center feedback questions to ask your customers.
If you’re looking for a more nuanced data set from your customers, asking call center feedback questions that can be answered using a scale may be the way to go. Responses can be scaled in a few different ways:
Here are some statements and questions that work well on a scale to get you started:
Introduced by Fred Reichheld in his 2003 Harvard Business Review article “One Number You Need to Grow,” Net Promoter Score, or NPS, is said to be a powerful predictor of company loyalty and customer satisfaction.
Here’s how it works. Customers are asked just one question: “How likely are you to recommend our company to a friend or colleague?” Customers answer on a scale of 1-10. Responses are divided into three categories:
To calculate NPS, the percentage of detractor responses is subtracted from the percentage of promoter responses to give the Net Promoter Score. Fans of NPS cite this as among the most powerful call center feedback questions for its ability to cut to the quick of customer satisfaction and predict loyalty and company growth.
Its strength lies also in its brevity; customers do not appreciate their time being eaten up by answering long, laborious customer survey questions.
Having a high quality go-to question like this means a higher response rate from customers, not to mention simple numbers that are easy to work with for management.
Still, call centers who are looking for more detailed feedback from their customers may wish to expand on this gem with other more topic-specific questions in addition.
While asking the right questions in your Voice of the Customer surveys is certainly at the heart of quality feedback, there are some logistical matters to keep in mind that will help to authenticate these responses.
Choosing the right call center feedback questions that align with your goals will make the time and effort expended by your company and your customers worthwhile.
Publish Date: January 13, 2017 5:00 AM
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Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
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Execute automated actions based on words spoken by your customer.
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Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.
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Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.
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|7.)||Voci Technologies Incorporated|
V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.
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Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.
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