How do you use NPS in your contact centre?

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Senior Team Manager

How do you use NPS in your contact centre?
I’m keen to learn how other contact centre professionals use NPS with their advisors in the contact centre.
How do you talk to your advisors about it? do you include it in 121’s for example or have a separate feedback session?
How do you strike a balance so it’s just negative feedback being shared? How do you recognise the comments where you know the team have gone above and beyond?
Do you see your teams a KPI to achieve for their NPS score?
Really keen to share experiences and idea on how you utilise this.
Thanks

Editor

Call Centre Helper

NPS is a company metric not an individual metric
NPS is really how the customer views the company, not how the customer views the advisor, so it is a company metric not an individual metric.

If you are looking for an individual metric you would be better off with Quality Scores.

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