A business entrepreneur, be it from any varied sector, want to know how their targeted customers are responding to the products and services offered to them. There are certain questionnaire that every call centre solutions would like to know from their existing customers. Are they satisfied with the services? Are the given services or the products able to fulfil the customers’ requirements?
The above feedbacks help a call centre solution to set a quality benchmark for their services. Customers’ feedback is essential for driving the overall success of the enterprise. Collecting and analysing feedbacks can aid an agent to implement change in his working pattern. Thus, collecting feedback on regular basis can help the organisation to match up to the customer’s satisfaction level. There are many ways to collect and monitor customer feedback, while some of them are explained below.
The agents at the best call centre solutions are expert in their respective fields, but observing a customer’s behaviour can be a bit tricky task. A team of experienced researchers are hired. From time to time, these agents monitor a list of the customer according to their purchases. What kind of products a customer is purchasing, what was the negotiation cost, the complaints against the services, the profit collected after the purchase and so on so forth. The aforementioned questionnaires are collected and analysed. This gives a trending habit about a specific customer and his interests in the future sales.
Surveys and Inspection:
One of the most followed trend to collect feedbacks is to go on a survey and collect feedbacks. After certain deals, customers are handed with a feedback form or they are asked to give their views through emails or texts about the services and the company as well.
The one major drawback with this system is that it might not give you the accurate results. As the customers find it really boring to fill a set of inquiry forms they might end up giving untrue opinions to the agents.
Collect their Opinions from Social Media Platform:
Social media platforms are the biggest source of collecting any opinion on any matter. These platforms serve to be a boon and bane as to the well when it comes the collection of opinions. As today’s generation is more indulged into spending their valuable time over these media sites. While on the other hand, you cannot go unaware of all the comments and opinions being driven around you.
Give today’s generation a site and the earlier generation a suggestion box where they can pin down any improvements that the call centre solutions require. These suggestions can be in any form, maybe voice, chats, texts, emails, fax, etc. Incorporating such services make customers feel that their opinion does matter. If enough efforts are made towards implementing the feedbacks into improvements, quality of any call centre solutions can be seriously improved.
Open Floor Discussion:
Try and gather eight to ten people from different departments and ask them the same questions that were prior asked the customers. This will help managers to understand the conjunction of the clash of opinions. The discussion might get a little heated, but eventually, effective measures can be implemented in improving the process.
This step is a bit technical factor to collect feedbacks. It is generally used in the IT sectors and websites. Customers are given a free access to the products and then observed if they actually liked it or not. This will help managers to obtain the various feedbacks on the same products.
These feedbacks can only be valued if they are implemented in the organisation. Go through the collected feedbacks, analyse them and then implement the necessary changes in the company. If seriously followed, the above measures can prove to be a great step in bridging the communication gap between the customers and agents. Also, these changes can take the customers into confidence that their presence is appreciated and valued.