You have various reasons for requesting an 0800 number or 0900 number. For instance, you see the value in phone leads, want to work more efficiently, and aim to provide your customers with a pleasant experience with your company. But what exactly is that customer experience? If there were a way to measure it, you could uncover shortcomings. And when you bring those shortcomings to light, you’ll see how to improve the customer experience. In other words, measuring is knowing.

In this article, you’ll see what data other companies consider valuable when analyzing and measuring customer experience. As you’ll discover below, at Belfabriek, you can find almost all this information in your online dashboard or uncover it through automated surveys.

Call Statistics as a Starting Point

Belfabriek doesn’t just provide you with a service number; we also offer a variety of useful tools for free. Take, for example, our real-time call statistics. These give you an instant overview of the busiest hours and days. You can also see from which locations you are most frequently called.

Depending on the service you provide, the call rate, and your Service Level Agreements (SLAs), you’ll have a good idea of the minimum and maximum duration of phone calls. Through the Call Analysis link, you can see whether practice aligns with your theory. The distribution of call durations shows whether your service can be improved, allowing you to devise appropriate measures.

You can also see which times attract the most callers. Based on this, you can increase staffing during peak hours, reducing wait times and improving the customer experience.

An interesting feature is the menu showing the top destinations. One of the items here is IVR, which represents the number of calls that didn’t reach one of your employees. These are callers who felt they had to wait too long or found the menu structure too complicated. By comparing different periods, you can immediately see the effect of changes you make to the department or the menu structure.

Ask the Callers

An alternative way to measure customer experience is to ask the callers directly. This can be done using a menu at the end of the call, where you ask your customers to rate your service using one of the multiple-choice options. Combined with our voicemail feature, customers can answer a series of questions in this automated system. This allows them to describe in their own words how they experienced the service provided and what improvements they think are needed.