GoResponse Telephone Answering Service Staff

Avoid silos when developing voice of the customer strategies

Speech bubbleModern businesses have to focus on their customers like never before. With people able to pick and choose from the competition and switch to a new product extremely easily, it is vital for firms to keep consumers happy. To do this effectively, it is important for call centres to build a voice of the customer (VoC) strategy, helping to filter out the noise and hone in on what people are really thinking and saying about a company’s services and brand. This can give executives the opportunity to make the right changes to suit their clients.

One of the most important things for telephone answering services to understand is that VoC shouldn’t be siloed into one area. Most firms make customer services reporting a priority, requiring the department to offer continuous insights into performance. It is easy to fall into the trap of limiting VoC strategy to this department. However, customers view a firm as a single entity, not a variety of separate departments. This means that VoC must cover all parts of an organisation if it is to work properly.

When rolling out a VoC strategy, it is essential to ensure that departments take ownership of the scheme. This means that whenever a customer contacts a firm, valuable insights can be gained regardless of which department they contact. It also means that companies don’t miss problematic areas that might be outside the main area of focus.

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