CSAT Question?

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CSAT Question?
How do you show these to your agents?

Is it purely in One2One’s or do you how this on more of a monthly basis?

Last what format do you use to display these stats?

Helper

Call Centre Helper

Best if you make it more immediate
If you can you can ask this in post contact surveys. You should then arrange these to be sent to advisors as soon after the contact as possible.

The reason for this is that you are trying to get behaviour change. The quicker that you can deliver this after the transaction the more likely it is that the advisor will be able to remember the conversation and to be able to reflect upon it. They can then try out the revised behaviour on the next call.

Leaving it to some time after the end of the month is far too late to get behaviour change.

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