That perfectly managed customer contact can directly increase a company’s revenue is no longer a secret. But how can you measure how good your customer contact is? And how can you improve it?

Quality Monitoring Methods

There are quite a few methods used to perform quality monitoring for customer contact. From super-simple systems with smileys to methods that use extensive, monthly remote monitoring followed by reporting and counseling rounds.

What all these customer contact quality monitoring systems have in common is really just one central question: how many satisfied customers can your agent handle within a given period?

Regardless of the method used, this is ultimately the problem that needs to be solved.

Measuring Satisfaction

For customers, it’s especially important that they are helped quickly and correctly the first time. If your agent can provide the right answer quickly and on the first try, even a longer wait time is perceived as less negative.

Research shows that the reasons why customer problems and questions are not adequately answered the first time often lie at the process level and are therefore relatively simple to solve:

  • Ensure agents are well-trained
  • Communicate every change in a product or service in detail
  • Make sure processes are clearly and fully worked out
  • Ensure the agent has sufficient authority to help a customer
  • And ultimately, make sure you attract the right agents, or outsource your customer contact to a company like Belfabriek, which has years of experience in this field

If you’d like to know more about how we can help you improve your customer contact, feel free to contact us today.