GoResponse Telephone Answering Service Staff

Capturing the voice of the customer not as hard as call centres think

Side view of customer service assistantsWith modern business focus concentrated on customer services, it is vital for call centres to capture the voice of the customer (VoC) if they wish to truly excel in the care they offer. However, it’s not always easy to get feedback from people, particularly if it takes up their valuable time. Luckily, there are few steps for telephone answering services to take that will help build a better picture of their consumers.

One popular way to capture VoC is via surveys, but it can be hard to actually get questionnaires filled out in the first place. In addition, some individuals might be more tempted to complete feedback when there is something bad to say, giving call centres a skewed picture.

First, it is a good idea to ask people to opt in to surveys before they’re given any help. Second, by adding a survey notification to IVRs, consumers can be prepared. The data from surveys can then be combined with quality monitoring and call recording tools as well as social media in order to give an honest and unbiased account of care.

It is also important for businesses to have specific goals for VoC programmes. Long-term and short-term goals need to be included, as well as trigger keywords to identify negative feedback. This can then be followed up with customers.

Finally, in addition to listening to customers, it is also essential to pay attention to agents. These employees are the frontline of customer care and are likely to know exactly what’s on the wish list of consumers.

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