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- No matter how firmly entrenched your company's old habits are, it's easier than you think to achieve EvenBetter customer service.
- No matter how long a company has been around, there's always room for improvement in customer service. In fact, sometimes the older the company, the greater the opportunity for progress. Today's customer contact executives know that monitoring call quality and coaching call center agents are two of the best ways to improve a call center, but sometimes old habits and entrenched systems inadvertently hinder the development of a robust monitoring and evaluation system. An electric utility company with a 120+ year history, three call center locations and 460 internal agents, wanted to increase monitoring, improve analysis and — ultimately — improve service to its customers. When agents were evaluated more frequently by an objective, third-party team that could spot trends and make proactive suggestions for improvement, the call centers experienced improved quality scores and customers reported higher levels of satisfaction. The company received powerful proof that with the right partner, it is possible to teach an old dog (and old call centers) new tricks.
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