True customer satisfaction and call centers
Posted: Wed Dec 04, 2024 5:04 am
In a separate article recently, I introduced the core values and principles of agile call centers.
By implementing agile operations, you can create a call center that is adaptable and resistant to change.
In this article, I would like to delve deeper into one of the principles defined in the article.
We prioritize customer satisfaction and continually provide valuable support.
One of the principles of agile call center operation (tentative)
Changing organizational operations with agile: The case of call centers
Agile organizational belgium telegram phone number list operationsWhat is Agile?Agile is a software development approach that originated in the "Agile Software Development Manifesto" in 2001...
Satisfaction with support ≠ Satisfaction with products and services
"Customer satisfaction comes first." In order to achieve this , we must first consider what "customer satisfaction" is. We must also understand that the KPI for a support desk is the quality of the desk itself , and is not necessarily linked to true customer satisfaction .
For example, let's say you have a support desk for a smartphone game.
The game is fun, but the support is poor
The game is boring, but the support is excellent
In the above cases, which one will result in higher customer satisfaction?
At least for me, I prefer option 1, "the game is fun."
Even if the support desk provides the best quality support, customers will not be satisfied if the game is not fun.
It goes without saying that the customer's goal is to enjoy the game.
No matter how high the commonly used quality indicators of a support desk (such as response rate) are, it is difficult to achieve true customer satisfaction because they are unlikely to be directly linked to the service experience that customers desire (enjoying the game).
So, is it possible for a support desk to contribute to true customer satisfaction?
How to improve customer satisfaction in your call center
In the above example, if contacting the support desk helps the customer to enjoy the game, it may be said that the support has contributed to true customer satisfaction.
Resolving bugs and problems may also lead to a more comfortable gameplay, but this is difficult if the game is not enjoyable to begin with.
And there's one way our support team can help provide a fun game.
That 's VOC !
By making effective use of VOC (Voice of Customer), you can contribute to true customer satisfaction!
When you contact us, we listen to your feedback and understand how the game can be improved. We then provide that feedback to the development team to create a game that our customers can enjoy even more.
By repeating this process, the quality of the games will improve, and more customers will be able to have a better service experience (enjoy the games).
I used games as an example, but of course the same can be said for other products and services.
This is why many companies are putting effort into VOC activities.
It is possible to improve customer satisfaction by improving the quality of service comprehensively, rather than just improving the call center.
In fact, at our company, we believe that utilizing VOC is the element that a call center can contribute most to customer satisfaction, and that utilizing VOC is the true definition of call center quality , so we are working on this company-wide.
Tokyo Telemarketing We collect real voices from end users every day, so we can provide you with the information you need.
summary
This time we looked into true customer satisfaction and call centers.
What is true customer satisfaction?
What can support teams do to ensure true customer satisfaction?
I mentioned VOCs as one answer, but there may be other answers.
However, no matter what the answer is, customer satisfaction only exists within the customer.
By thinking about what the customer wants from their perspective, not from the call center's perspective, and acting accordingly, you will be able to achieve true customer satisfaction.
By implementing agile operations, you can create a call center that is adaptable and resistant to change.
In this article, I would like to delve deeper into one of the principles defined in the article.
We prioritize customer satisfaction and continually provide valuable support.
One of the principles of agile call center operation (tentative)
Changing organizational operations with agile: The case of call centers
Agile organizational belgium telegram phone number list operationsWhat is Agile?Agile is a software development approach that originated in the "Agile Software Development Manifesto" in 2001...
Satisfaction with support ≠ Satisfaction with products and services
"Customer satisfaction comes first." In order to achieve this , we must first consider what "customer satisfaction" is. We must also understand that the KPI for a support desk is the quality of the desk itself , and is not necessarily linked to true customer satisfaction .
For example, let's say you have a support desk for a smartphone game.
The game is fun, but the support is poor
The game is boring, but the support is excellent
In the above cases, which one will result in higher customer satisfaction?
At least for me, I prefer option 1, "the game is fun."
Even if the support desk provides the best quality support, customers will not be satisfied if the game is not fun.
It goes without saying that the customer's goal is to enjoy the game.
No matter how high the commonly used quality indicators of a support desk (such as response rate) are, it is difficult to achieve true customer satisfaction because they are unlikely to be directly linked to the service experience that customers desire (enjoying the game).
So, is it possible for a support desk to contribute to true customer satisfaction?
How to improve customer satisfaction in your call center
In the above example, if contacting the support desk helps the customer to enjoy the game, it may be said that the support has contributed to true customer satisfaction.
Resolving bugs and problems may also lead to a more comfortable gameplay, but this is difficult if the game is not enjoyable to begin with.
And there's one way our support team can help provide a fun game.
That 's VOC !
By making effective use of VOC (Voice of Customer), you can contribute to true customer satisfaction!
When you contact us, we listen to your feedback and understand how the game can be improved. We then provide that feedback to the development team to create a game that our customers can enjoy even more.
By repeating this process, the quality of the games will improve, and more customers will be able to have a better service experience (enjoy the games).
I used games as an example, but of course the same can be said for other products and services.
This is why many companies are putting effort into VOC activities.
It is possible to improve customer satisfaction by improving the quality of service comprehensively, rather than just improving the call center.
In fact, at our company, we believe that utilizing VOC is the element that a call center can contribute most to customer satisfaction, and that utilizing VOC is the true definition of call center quality , so we are working on this company-wide.
Tokyo Telemarketing We collect real voices from end users every day, so we can provide you with the information you need.
summary
This time we looked into true customer satisfaction and call centers.
What is true customer satisfaction?
What can support teams do to ensure true customer satisfaction?
I mentioned VOCs as one answer, but there may be other answers.
However, no matter what the answer is, customer satisfaction only exists within the customer.
By thinking about what the customer wants from their perspective, not from the call center's perspective, and acting accordingly, you will be able to achieve true customer satisfaction.