Hi
I am looking for a feedback form for my agents. I want to call our clients directly after their contact with us and ask them 3 or 4 questions about their encounter with our agent. I want to use these feedback to score the agent as part of their balance scorecard. Any help on this. Thanks Rikus
Call Centre Agent Feedback Form
Call Centre Helper Forum » Strategy
(6 posts)
Posted 2 years ago
Good idea
I would suggest that the last question is the Net Promoter question along the lines of “How likely is it that you would recommend our company to a friend or colleague?”
And rate this recommendation on a scale of of 0-10.
We recently published an article about this.
http://www.callcentrehelper.com/net-promoter-score-and-how-it-can-improve-your-call-centre-4463.htm
Does anyone have any other experience of what the other questions should be?
Posted 2 years ago
Hi Rikus,
From my experience I thought it may be useful to highlight some of the areas you will need to think about for this initiative which are as follows:
- Are you happy for the agent to know they are going to be assessed by specific individuals?
- Will customers opt-in to receive the outbound calls you make?
- If you do require a customer opt-in how are you going to capture it?
- How will capture the customer's telephone number to call them back on?
- How will you record the data you capture?
- Will you use an automated system to make the outbound calls or people?
- Is a call back the best way to capture the feedback or might another method be more appropriate?
There a number of other factors you will need to think about, as Jonty as alluded to e.g. the format of the questions and the types of responses you wish to capture.
If you need any more help I'll be happy to help as long as it's ok with Jonty - I work for a company which provides automated telephony solutions including customer feedback applications.
Regards
Darren Mills
Posted 2 years ago
I guess customer census should be a separate activity rostered on a daily basis to outcall customers and gauge the way they feel. The questions should be the one's, that help us understand:
a. If customer is satisfied with the resolution
b. Was the agent willing to help [This helps us deal with the tenured agents better since they have a will issue at times and are more relaxed
c. Was the agent polite and happy to help
d. Would you recommend ___to your friends/colleagues
e. Any other feedback for the service
Posted 2 years ago
Hi
Our Call Centre make appointments for a Company within Harrods and our clients are well served. I have developed a simple short feedback form based on a rating 1-4 of how they experienced:
a. Friendliness
b. Helpful
c. Efficiency
d. Rating against other Call Centre’s that they deal with
e. NPS score
I keep it short as people tend to score you low if they feel you are taking up to much of their time.
The sheet then automatically calculated the average of the Call Centre on these areas and the individual agent scores. Every month we will start with bank sheet. These scores form part of my Balance Score Card as how clients experience is curtail. In some instances we have had client scoring efficient staff low on efficiency and after looking into it, it was clear that not the speed of the booking made people think they are inefficient but their choice of words.
Posted 2 years ago
Hi Rikus,
Since you are going to be phoning the customers yourself soon after the interaction, you should be receive authentic feedaback.
I personally prefer black and white options. Did it work? yes/no. That gets to the summary of experience faster. So some question types to consider:
- Did you get everything you needed? yes/no
- Were your expectations using our Customer Services fully met? yes/no
- Are you more or less impressed with our Customer Services as a result of just using us? more/less
- Did the person you spoke with provide you the service you expected? yes/no
In addition to 'scoreable' types of questions, you could ask for a one line comment back to the person who took the call. This would not be a score, but would be 'richer' (probably) in terms of insight.
The final point is to make sure when using a score based approach that you learn rather than simply score - i.e. don't miss the real experience!
That's it
martin
Posted 2 years ago
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