Question

Chapter 12:

1. What measures are used to monitor the vitality of the customer base?

Answer 1

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The key to effective monitoring of quality includes six key steps:

1. Organizations may benefit from their customer interactions by tracking performance through multiple channels, leading to better decision-making, service and processes. Monitoring, measuring and managing the quality of performance and service must remain a priority, but the analysis of "customer's voice" across multiple channels is just as important.

2. Collect all feedback sources from your clients. Use the same quality standard used for text-based contact calls such as email and speak.

3. Tell what you think of your client. Rather than using the internal metrics of your company to measure the quality of a call, ask the customer: "What did you think about your experience and the agent with whom you worked?"Or" Has your service experience met our marketing promise?"To map high-quality experiences with the preferences of your customers, it is very important to compare internal assessment scores with customer scores.

4. To help agents improve their skills, using performance control. Evaluate experiences to recognize differences in expertise and provide resources for individual training where weaknesses occur.

5. Do not see the production of agents as a one-off operation. Provide regular coaching to help improve the performance and efficiency of the manager. Coaching is essential to quality service to the consumer.

6. To monitor and measure progress, evaluate your performance and keep track of ongoing feedback and assessment.

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