I have to use the bathroom, but let me take this survey first

August 2, 2010 at 10:11 am | Posted in Knuggets and Knuckleheads | Leave a comment
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Capturing post-call customer feedback is critical to your business.  It allows you to keep your finger on the pulse of the customer, uncover problem products, agent issues, service faults and organizational barriers.  Additionally, it reveals the positive in what is working, who is performing at high levels and quantifies overall customer satisfaction.  You may think that your customers are inconvenienced by being asked to take a survey.  If done correctly, they are not.  And some even take participating in your surveys a little too seriously.  But we don’t mind…we like that. 

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Work-at-Home Agents Damage Net Promoter and Customer Satisfaction. Is this Preventable? A Call Center Case Study

May 6, 2010 at 11:54 am | Posted in Call Center Agents, Call Center Training, for External Relationships, for Internal Relationships, Relationship Analytics | 3 Comments
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The remote agent model is compelling for many reasons – from elimination of the cost of physical work space, to decreased employee attrition and the higher caliber of employee that can be hired once geographical limitations disappear.  At the recent Frost & Sullivan Customer Contact 2010 Event, Michael DeSalles, Strategic Analyst of Contact Centers stated, ‘It is estimated that the work at home agent model is growing by 40% annually’[1].  Attrition among work at home agents is only 10% compared to attrition rates of nearly 50% in typical call centers[2].  The ability to fill agent positions with individuals who have college degrees (80% of work at home agents do) and management experience while reducing overhead is an intriguing proposition to many organizations. 

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