How to Create a Survey to Assess Customer Service Quality in a Contact Centre

Creating a truly useful survey requires upfront planning. Although, theoretically, the results obtained from it should match fairly well customer satisfaction scores, there are too often significant discrepancies, highlighting the important of asking the right questions. Continue reading

Using Outbound Text Messages for Customer Service

There is an abundance of ways in which businesses can improve customer service through automated communication channels. Emails are good for detailed instructions but people don’t always read them while SMS have a high read rate and are received instantly, making it the perfect way to keep customers informed. Continue reading

Why Is There Such a Difference in Average Handling Time Between Advisors?

For many contact centres, Average Handling Time (AHT) is still an essential Key Performance Indicator (KPI). It affects the number of staff and the system capacity you need.

In the past, it was often thought that a low AHT was what to strive for but, over time, companies have recognised that it was too simplistic an approach to measure efficiency and that they had to take into consideration other factors such as First-Contact Resolution (FCR) rates. Continue reading

Five Steps to Customer Satisfaction Surveys in Contact Centres

We regularly discuss the ways to handle complaints and dissatisfied customers, simply because customer satisfaction is the cornerstone of any business. Complaints should always be seen as an opportunity to put things right as, for each disgruntled person who gives you a piece of their mind, there are many more that don’t but just go straight to your competitors. Continue reading