Customer & Agent Satisfaction
Available from BenchmarkPortal , LLC
BenchmarkPortal's customer & agent satisfaction surveys are backed by years of research and data collection. Many of our certified centers of excellence continuously use these surveys to monitor levels of satisfaction. Our methodology and suggestions for improvement will help align the surveys with your customer facing departments, including recruiting, training, performance compensation, product marketing, and more.
The Goals of our Customer Satisfaction Survey Methodology:
To include the customer in the call evaluation process, thereby ensuring changes in agent behavior that are in-line with the customer's needs,
To ensure that the Client becomes more customer-driven by getting customer feedback regarding pricing, policy, and procedures,
To ensure that the voice of the callers, hereinafter, the voice of the customer is being heard,
To route unhappy callers immediately to a customer service recovery team,
And finally, to keep top management current on the performance of the Client's customer service call center, and overall,
To align customer's expectations, established by marketing, with the behavior of agents working in the customer facing departments, including customer service, product management, and product design.