Ask the Expert – Building Customer Feedback into the ...€¦ · Audience Question I’d be...
Transcript of Ask the Expert – Building Customer Feedback into the ...€¦ · Audience Question I’d be...
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Ask the Expert
– Building Customer
Feedback into the Contact
Centre
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Speakers
Dan Moross
MOO
Sam
Richardson
Ember Services
Jonty Pearce
Call Centre
Helper
Megan Jones
Call Centre
Helper
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Top Tips
and
Questions#Tip for a tip
#Question for a question
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Question
As a customer...
When was the last time you were
asked for feedback?
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Question
How do you currently collect feedback?
• Call Monitoring
• Analytics
• Post call IVR survey
• Email surveys
• SMS Text Messaging
• Customer Focus Groups
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Question
How do you use feedback?
• We use overall percentage scores
• We call back unhappy customers
• We read all comments
• We sample some comments
• We mainly ignore comments
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Audience Question
Do you have any experience of how different
cultures respond to ratings on surveys,
e.g. is there a best practice in Germany to state
what should be used as a scale and in which
order. Do they use 1-5 with 5 being Excellent
or is 1 considered Excellent for them.
Thanks to Zoe.
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Audience Question
I’d be really interested to know what the panelists feel is the
most effective way to issue customer feedback to agents –
good and bad. We rarely get an equal amount of feedback
for all agents so it can feel a bit one-sided sometimes if it’s
issued publicly.
Do you think it would be more beneficial to record feedback
over a period of time and build it into one-to-ones?
Sent in by Emily.
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Audience Question
What is the best method for collecting
customer feedback?
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Question
How do you share good feedback with
the rest of the contact centre?
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Question
What is your survey response rate?
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Audience Question
How can I increase my survey
response rates?
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Audience Question
Should we call customers back if there
is a bad survey feedback?
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Audience Question
What are the best questions to ask?
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Question
What have you tried to overcome
survey fatigue?
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Audience Question
Should I invest in a Voice of the
Customer system?
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Audience Question
What do I do with all this feedback?
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Audience Question
#question where would nps be not relevant?
Sent in by Laura_1.
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Audience Question
Has anyone experimented with increasing the delay
between interaction and survey? The idea being this gives
a greater opportunity for promises to fulfil or processes to
fail. Is it possible to relate this back to individual agent
interactions?
Sent in by Simon26.
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Audience Question
When and how many times should you poll your
Customers? During the call, following the Call, a week
later?
Sent in by Mark52.
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Audience Tip
#tip We have been asking customers whose calls were not
handled in SL how they found the service so we can decide
if the SL we have in place are the right ones
Sent in by (kate4).
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Audience Opinion
Daniel Kahneman describes the 'remembering self' and
describes how emotional impact is inversely proportional to
the time since the touchpoint, therefore the earlier the
better, unless you want to 'massage' the results...i.e. the
later you survey the better your score has been proven.
Sent in by Paul56.
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Question
What has been your experience of
SMS feedback?
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Audience Opinion
Do people respond to an SMS? I mean I have a fear that
people will ignore it and we will end up having few
response rate which might lead to wrong conclusion of the
survey
Sent in by Hana1.
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Audience Question
#question What is the maximum delay in contacting
dissatisfied or detractor customers following their survey
response?
Sent in by Sonelle1.
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Audience Question
#Question has anyone switched to text message surveys
and seen a massive increase in response rates over email?
Sent in by paul11.
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Audience Question
#question What's an ideal number of questions to ask on a
customer satisfaction survey?
Sent in by Shaun4.
*answer from Mark52
Max of 3
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Question
What is your response time for
responding to negative comments?
We always respond within 4 hours
We usually respond within 24 hours
Normally within a week
We don’t respond to negative comments
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Audience Tip
#TIP I found that the best and most useful client comments
were as close to the service solution as possible, while it's
still fresh in their minds
Sent in by paul11.
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Audience Tip
#tip make sure your survey does not ask mandatory
questions.
Sent in by Mike22.
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Audience Question
What should be the frequency of collecting feedback?
Sent in by Supreeth1.
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Audience Opinion
Had survey one recently from cinema chain which asked
whether the toilets were ok. As I hadn't used them I wanted
to answer N/A but that wasn't an option and I had to
answer it. Consequently, they got the lowest rating
Sent in by Mike22.
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Audience Question
#question - how many people call back their dissatisfied or
detractor customers? what is your approach and what are
the pitfalls?
Sent in by Simon26.
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Audience Tip
#TIP always give a free text/speech comments question
and use a word cloud to review the most popular words.
Really insightful overview of the client experience. You can
focus your root cause analysis around them. It can also
provide your call centre with a really tangible overview of
their performance which our advisors bought in to
Sent in by paul11.
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Audience Tip
#tip - make it about the customers experience of the
journey they've just gone through
Sent in by Mark52.
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Audience Tip
#TIP nice to offer a call back if they want to talk about the
service both good and bad
Sent in by kate4.
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Audience Question
#question- Is it better to separate the surveys. Have one for
agents and then one for process?
Sent in by Sabina1.
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Audience Question
#question- Is it recommended to depend only by
satisfaction survey result, ignoring internal KPIs while
measuring agent's performance?
Sent in by Hana1.
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Audience Tip
#TIP - Don't ask for feedback if you're not going to act upon
it. Keeping it relative of course...
Sent in by Mark52.
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Audience Question
#Question - We have a quite mature Voice of the Customer
program, we have proven a far greater response through
an agent offer than automated offer. The only challenge we
have now is agent bias...agents not offering on poor
calls...any ideas to mitigate for the same.
Sent in by Paul56.
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Audience Question
#question I've seen people mention very high response
rates in chat. What is a reasonable level to be aiming for?
Sent in by Mike22.
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Thanks to our Speakers
Dan Moross
MOO
Sam
Richardson
Ember Services
Jonty Pearce
Call Centre
Helper
Megan Jones
Call Centre
Helper