What Happens When Call Centers Ignore Their Customers

How can this happen?

Customer satisfaction should be the ultimate measure of a Contact Center’s success. But too many Call Center managers ignore call center training best practices and pay too much attention to what they consider the “real” measure of success—industry standards—and don’t check in with the measure that truly matters—their customers.

Do you find yourself overly pleased when you can say that your Call Center has achieved the best response time goal or first contact resolution target? Our question to you is...how satisfied are your customers with the way they were handled?

You should not be overly concerned with metrics that may not even apply in your business or customer base. Evaluate, instead, the customer’s satisfaction and do it right away. Your call center interactions should be followed with a quick, simple survey to check that the customer issue was resolved satisfactorily. If not, be sure to follow up and do your best to turn a dissatisfied customer around.

You run a Call Center organization. You decide…what information should carry the most weight as you make critical contact center decisions and strategies, the industry stats or your customer feedback?