Unsatisfied
customers can cost a lot of money to a Business as any Business can thrive only
with customer satisfaction.” A Business is for the customers”, should be the
fundamental concept of any company. There are many companies who claim that
customer satisfaction is fundamental for it, but few implement a suitable
system to measure customer satisfaction.
Customer
satisfaction can be measured by the loyalty of customers for a given Business
and it is the yardstick for gauging a firm’s success. Measuring customer satisfaction need not have
to be complicated or expensive and customer satisfaction measurement can be
implemented to understand where a company stands. One of the best ways to
measure customer satisfaction effectively is through the call centers in India.
If you can
measure customer satisfaction by gathering customer feedback in an organized
way, it can help you immensely. The customers are needed to ask in a simple way
how they have experienced your service or how they have enjoyed your products.
The questionnaire can be framed very well by the call center services in India which can help the Businesses analyze
in details.
Though
technology helps companies to gain meaningful insights of customer behavior by
the navigation pattern and stay time in Website, it is not enough. The best way
to understand the relationship of business with the customers is to make an
interaction with the customers through call
center services. If the survey is made in a meaningful and intelligent way,
the best information about customer satisfaction can be extracted easily.
How the
survey should be framed and conducted? To get real actionable data from
a survey though call center support
services, there should a clear design for the survey which can be as
follow:
1
Have a definite target: Decide
what you want to achieve from the survey that you are going to conduct. Whether
you want to get a feedback on the existing services or new product, need to be
decided. Accordingly, you should try to get the best outbound call center outsourcing to frame the survey design.
2
Decide your goal: What insights about the behavior of your
customers you will like to know about making suitable actions. What your
customers want and what type of user experience they are missing may be
important to understand. Whether the customer will recommend the service
or products of your business and whether they have any suggestion for
improvement should be considered.
3 The survey should be made precise and simple: A detailed and lengthy survey is not at all useful as customers feel
restless and what to complete the survey perfunctorily. The thumb rule
for success is to make it short and simple and when you hire call centers in delhi make it very
clear. You can make the survey short and simple by asking specific questions,
providing options for choosing an answer and avoiding repetition.
4
You can arrange a training session for the agent: When you decide to go for an Outbound
sales call center, you may arrange
for a suitable training session for the agent. The agent may be needed to
have a clear understanding of the requirements of the client. If the agent
knows the purpose of the survey and what is the target of the survey, it
becomes easier to design the survey properly.
5
Implement the survey properly: Further
to the designing of the survey, implementation of the survey in a proper
way is very crucial. There can be various ways of designing the implementation
part:
1.
Interactive
Voice Response: IVR system is an innovative way to conduct successful
surveys and is widely used by Businesses. A suitable bpo in india knows the IVR system very well and can implement it
with success.
2.
Interaction
of the agent with the client: The agent hired for conducting surveys should
be trained properly to call the customers and let them participate in a survey.
3.
Make use
of emails: Email is a very effective way to interact with the existing
customers and to know the feedback of the customers. You can update your
contact information for the latest emails of the customers and send emails at
suitable intervals to know the feedback.
4.
Collect the relevant information only: As you seek the services of the outbound
call center, you should make sure that only the relevant information is
being collected. Often an agent gets carried away and starts asking
questions which are not relevant to the main target of the survey. Have a
specific plan to extract the information from your clients relevant to your
goal for the survey.
How the performance of a survey needs to be
measured: Once a client survey is completed successfully with the help of call center outbound, it is time for
the correct evaluation of the survey. Following things need to be followed for
measuring the efficacy of the survey conducted:
Ø Use a right scale
for measuring the success of the survey: Make sure to make a
suitable evaluation plan for the survey conducted as it will give you the
insight for the action required. For example, when making a telephonic survey,
it is important to remember that the dial pad contains a number from 1 to 9
excluding 0. The ranking for the survey conducted should be keyed to each
number for proper evaluation.
Also for
other means of a survey, the options for choosing the answer to the survey
should be clear for the user and the evaluator. The survey may have multiple
choice options where the customer can find it easy to complete the feedback in
an objective way to evaluate the answers mathematically. This also allows the
evaluator to make a ranking on a suitable scale which can be benchmarked for
future surveys.
Effective
surveys can capture the data in such a way that customer satisfaction can be
gauged properly. Once you get the right feedback about the customer’s opinion
for your Business product and services, you can start further work. Necessary
improvements can only be gauged if the survey is designed properly and if the
proper evaluation for the survey is carried out.
Comments
Post a Comment