How to measure customer satisfaction in BSC?
It has been always important to measure customer satisfaction. However, for some businesses this indicator is particularly important. In this post we will talk about ways of measuring customers of call centers and customer support services.
Positive and negative call center KPIs
Perhaps, all of us have had experience of talking to operators of various call centers. As a rule call centers are common in service providers, for example hosting companies of ISPs. It should be noted that such experience was not always positive. Sometimes, call center operators are not competent enough to answer questions or solve problems in relation to products and services. Sometimes, we are offered to rate conversation with a call center operator. This is performed in several ways, using phone, email and chat programs.
Effective call center
Chat support is very popular since it is very convenient for a customer just to push a button and run a chat window. After the conversation you might be offered to rate your conversation according to various criteria. Some of the questions may include “Are you satisfied with communication etiquette?”, “Was a tech support specialist polite?”, “Did tech support specialist solve your problem?”, “Did you get answers to all of your questions?” and some others. Then call center managers collect and summarize information that is then to be used in setting weights for call center KPIs. For instance, if a call center experiences problems with solving problem of customers then it might be reasonable to conduct trainings and coaching for employees.
It is also helpful to measure customer satisfaction by asking customers to rate conversation when it is over. This is a very effective approach since a customer remembers all details and can adequately rate level of service.
It is very important to use such information in Balanced Scorecard. Some call centers gather information and then do not know what to do with this info. Balanced Scorecard will be a waste of money and time unless obtained info on customer satisfaction is actually used in decision making and improvement of a call center metrics.
You may not be aware of it, but customer satisfaction directly influences sales growth and increase of revenue. Existing customers really appreciate high level of customer support while potential customers evaluate this factor when making a decision to buy. For this reason implementation and maintenance of a call center BSC can bring excellent results for call center operators and top managers.
Tags: call center evaluation, call center support, efficiency of call center bsc
