Do your call center agents need to be re-engaged?

Posted by Jodie Monger on December 13, 2010

0 comments | 1416 reads

As numerous studies have revealed, unhappy agents = unhappy customers. In many cases, real-time post call surveys can reveal negative feedback potentially indicating that call center agents need to be re-engaged. The beauty of the Survey Calibration process is the opportunity to find Knuggets of wisdom that deliver true Business Intelligence from the Voice of the Customer. Real-time customer comments like these give insight into problems in the call center. Capturing the voice of the customer in this manner has become vital to engineering the customer service experience. At times, the need to re-engage your call center agents is just what the doctor ordered. The sooner you address the underlying issues that cause negative customer experiences, the sooner you can correct the problem and avoid negative feedback such as this…

“Hire somebody who’s got an IQ greater than three. When you send a letter about some correspondence, indicate what company you are referring to or what charity you are referring to. You sent me this stupid letter that doesn’t even apply to me, and I’m supposed to guess which charity it is. Then when I talked to the stupid supervisor, he said, well, I should know automatically which charity was. Morons.”

“This rep treated me like I was stupid. I didn’t appreciate it. You should always treat a customer like they aren’t stupid, even if they are.”

“The representative should get a job, maybe at Burger King or McDonald’s because she sucks at being a customer service agent.”

“Your customer service there, Brandon, is a total jerk, treated me like I was a total idiot, like I was a criminal trying to call in and pay a bill. Apparently, the statement is in my wife’s name only. Just trying to pay on it. Treated me like a total criminal, total jerk. Worst customer service rep I’ve ever had.”

Happy Monday!

Republished with author's permission from original post by Jodie Monger.

Jodie Monger

Jodie Monger, Ph.D. is the president of Customer Relationship Metrics (CRM) and a pioneer in business intelligence for the contact center industry. Dr. Jodie's work at CRM focuses on converting unstructured data into structured data for business action. Her research areas include customer experience, speech and operational analytics. Before founding CRM, she was the founding associate director of Purdue University's Center for Customer-Driven Quality. She can be reached at (336)288-8226 or jmonger@metrics.net.

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