Three Ways to Evaluate Call Center Service

There’s the age-old saying that businesses tend to oblige to in most situations: “The customer is always right.” While every business owner strives to make the customer as satisfied as possible, there will always be problems that arise with any transaction. A call center is a great solution when it comes to maintaining a positive customer-business relationship and is one of the better ways of obtaining repeat, loyal customers. However, even a call center is not a foolproof way of maintaining customer satisfaction. After all, all customer service employees are only human and can make mistakes. But sometimes, it is the call center itself that can cause its own problems if not properly evaluated every so often. Evaluation of a call center can help to identify problems before they happen again. Here are some ways you can take action to evaluate the performance of your call center to alleviate any potential issues before they happen.

Focus on the Customer’s Privacy

One factor that plays a huge role in any customer call is reassurance, especially over matters of security. Oftentimes, a customer contacting a call center will need to provide some form of personal identification material for booking purposes later. However, some customers may feel a bit hesitant to provide any of this information because they value their privacy and security. By introducing security protocols and methods of privacy protection such as automatic call recording cutoffs during points of sensitive information, a call center can help reassure the customer that there is no foul play involved. In turn, this will help in evaluative performance over time since customers will feel more at ease when their security isn’t at risk. 

Don’t Skimp on Reports

Call center reports are a huge part of maintaining service quality and identifying problematic areas of the call center’s performance. For example, it’s wise to make sure to time how long customers wait on hold or how quickly a call center employee picks up the phone. 80% of all calls should be answered in 20 seconds or less for the best customer satisfaction. By skipping out on these numbers in your records, you may be missing an important part of the customer satisfaction process in your evaluation reports. 

Make Sure Employees are Satisfied as Well

Call center employees often complain about long hours dealing with customers all day long, which can affect their own mood and performance by the end of the day. Therefore, to improve evaluations, make sure to include the employees as well. When employees feel that they are not stressed and have the ability to take breaks, they will feel more obligated to perform better at their work. 

Phone System Solutions from Delta Intellicom

Want to learn more about the ways we can help improve your business? Delta Intellicom can satisfy all of your telecommunication needs, whether you need help with your new VoIP system or just want to streamline your existing office phone network. We have served the Maryland, Washington, D.C, Northern Virginia, and Pennsylvania areas for over 20 years and offer an unparalleled customer experience. We have the expertise and products to fulfill all of your phone service and data needs. For more information, contact us online or give us a call at 1-800-946-3358. For more tips, follow us on Facebook, Twitter, and Pinterest.