Tracking satisfaction in call centres

The real challenge in managing customer satisfaction in a call centre is not just to track the monthly satisfaction score, but to know what has to be done and where to improve satisfaction, customer retention and advocacy.

Call centres use a range of tools and techniques to measure and manage “productivity” and “quality” in call centres.  However, many organisations find it difficult to apply the same degree of sophistication to measuring and managing operational “effectiveness” (or outcome) - especially in the form of customer satisfaction.

Satisfaction tracking and representative appraisal:

CTMA's customer satisfaction-tracking and appraisal research is specifically designed to help busy call centre managers get the best from their people.  It provides timely and easy-to-action reports that help:

• Identify high and low performing representatives, track performance trends and consider possible causes and remedies.

• Identify performance strengths and weaknesses for each representative and use these to support ongoing coaching, training and one-on-one representative appraisals.

• Review the ongoing performance of the contact centre in terms of customer satisfaction and loyalty and also identify departmental-level remedial actions such as resource allocation, adjustments to response rules, processes and policies.

CTMA's call centre tracking programmes are specifically designed to be immediately actionable, allowing the call centre manager to review the results quickly and plan remedial actions with minimum effort.

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