Targeting Customer Services - Post call Survey

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Targeting Customer Services - Post call Survey
Hi

Over the years our department has been predominantly a sale department, with sale KPI’s for our agents to hit to achieve bonus.

However as our website keeps improving and customer are now going online more to buy our services, we have seen an increase of after sale calls and existing customers, only 20% off calls are now sale calls.

We are looking to introduce post call survey due to increase in customer services calls, but my question is, do you bonus your staff on the result of the surveys? If so how do you do this? Or do you disagree with using this tool for bonusing staff and why?

Thank you

Here's an article b...
Here's an article by industry expert Paul Weald on using bonus schemes to motivate advisors that should help to answer your question:

https://www.callcentrehelper.com/using-bonus-schemes-to-motivate-agents-1789.htm

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