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- E-mail Surveys Help "HEAR" Customer's Voice, Improve Customer Service
- Becoming the nation's preeminent broadband provider and maintaining that position - involves much more than technological acumen. It also requires a focused commitment to superior customer service. Bringing superior broadband technology to customers is half the equation; quickly and
efficiently resolving any problems that occur either with the product or the people who install it is the other. Towards that end, the company decided to engage the services of HyperQuality, the premier contact center quality assurance firm. The company was already relying on HyperQuality to monitor the performance of its customer contact centers, with excellent results. The company was intrigued by HyperQuality's newest offering, HyperSurvey, which helps companies gain insight into customer attitudes and perceptions as a way to improve their customer service.
- Giving call center agents direct access to evaluation scores improves performance.
- Customer contact executives know that call quality monitoring is one of the best ways to improve a call center. The leading provider of comprehensive waste and environmental services in North America, a $12-billion company with 35 call centers and 1,500 agents, conducted a call quality monitoring test utilizing HyperQuality and it's proprietary web-based reporting tool, HyperView, at two of its busy call centers. When agents were given direct access to their quality evaluation scores and feedback, that call center experienced a 54% improvement in total quality score. In contrast, when agents received feedback from supervisors, that call center experienced a much-lower 12% improvement in total quality score. The Waste and Environmental Services Company received powerful proof that agents will improve on their own when they have the tools to receive accurate, reliable and consistent feedback. In addition, supervisors were freed-up from the constant pressure to monitor and evaluate, and were able to focus on supervising, specialized coaching and day-today operations, resulting in additional performance benefits and cost savings.
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