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Create effective reward programs with a variety of metrics

Improving customer service is never easy. Just as a company starts to get a handle on what consumers want, the audience changes its behavior and demands new services. Solving this problem requires firms to continually collect feedback.

Improving customer service is never easy. Just as a company starts to get a handle on what consumers want, the audience changes its behavior and demands new services. Solving this problem requires firms to continually collect feedback.

Business 2 Community notes that customer surveys are a valuable tool in engaging employees and consistently providing excellent customer service. Many businesses even incorporate the results of these surveys into call center incentive programs, with the objective of minimizing complaints, long waits or other issues that affect the quality of an interaction.

Employees who receive outstanding scores on surveys should be recognized for their commitment to the success of their companies. This helps reinforce the importance of each call and can motivate customer service agents to improve their efforts. Boosting the performance of call center staff can drive customer loyalty and influence revenue growth.

However, it is important that companies focus on capturing accurate feedback. The Consumerist states that several firms place too much emphasis on perfect survey scores, which can skew performance measurements. The source notes that employee at Borders would tell customers not to fill out the company's survey unless they gave a perfect score because all bonuses were based on how many perfect scores a store received. To truly improve customer experiences, businesses need to understand where mistakes were made.

An effective call center incentive program measures several factors. When wait time, drop call rates and upsells are taken into consideration along with customer surveys, they provide a more accurate depiction of how a center is performing. A combination of metrics can be used to measure results and establish parameters for reward programs. The most effective incentive programs reward improvement. By keeping employees focused on improving each aspect of service, companies can routinely exceed customer expectations.

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