http://blog.jimnovo.com/2007/03/21/call-centers/ Moving from a Low Accountability to a High Accountability Business Model Tue, 24 Jan 2012 15:46:38 -0500 http://wordpress.org/?v=2.8.4 hourly 1 http://blog.jimnovo.com/2007/03/21/call-centers/comment-page-1/#comment-38786 call center Thu, 24 Jul 2008 04:41:49 +0000 http://blog.jimnovo.com/2007/03/21/call-centers/#comment-38786 Linking call monitoring to customer satisfaction is something that very few call centres have done. Most call centre managers assume their call monitoring is helping them achieve or improve their customer satisfaction performance. They don’t link their call monitoring results with their customer satisfaction results. The call monitoring practices we see tend to focus on the things that are important to the organization such as, handle time, adherence to a script or call standards. At best, scoring is done with equal importance over the opening of the call, handling of the call and closing of the call measures. What is typically over looked is the resolution of the customer’s inquiry which is by far the most important factor that determines customer satisfaction. Linking call monitoring to customer satisfaction is something that very few call centres have done. Most call centre managers assume their call monitoring is helping them achieve or improve their customer satisfaction performance. They don’t link their call monitoring results with their customer satisfaction results. The call monitoring practices we see tend to focus on the things that are important to the organization such as, handle time, adherence to a script or call standards. At best, scoring is done with equal importance over the opening of the call, handling of the call and closing of the call measures. What is typically over looked is the resolution of the customer’s inquiry which is by far the most important factor that determines customer satisfaction.

]]> http://blog.jimnovo.com/2007/03/21/call-centers/comment-page-1/#comment-418 Jesus Hoyos Fri, 23 Mar 2007 16:37:08 +0000 http://blog.jimnovo.com/2007/03/21/call-centers/#comment-418 Jim, I made the same comment in my CRM Spanish blog... call centers world wide still have too many call center specific metrics and very few customer-centric metrics... call centers and other customer channels need to include customer value metrics in order to improve customer satisfaction ... Jim, I made the same comment in my CRM Spanish blog… call centers world wide still have too many call center specific metrics and very few customer-centric metrics… call centers and other customer channels need to include customer value metrics in order to improve customer satisfaction …

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