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Contact Center Agent burnoutThe beauty of the Survey Calibration process is the opportunity to find Knuggets of wisdom that deliver Business Intelligence from the Voice of the Customer.   In many cases, real-time customer comments like these give insight into problems in the call center directly resulting from the “moment of truth” in the customer and call center agent interaction.  Capturing the voice of the customer in this manner has become vital to engineering the perception of an Elite level of customer service experiences. As numerous studies have revealed, unhappy agents = unhappy customers and in many cases, post call surveys can reveal negative feedback potentially indicating agent burnout.  The sooner you address the underlying issues that cause negative customer experiences, revealed with Survey Calibration, the sooner you can correct the causes of call center agent turnover and avoid negative feedback such as this…

CTA-frost-and-sullivan-application-of-the-year“Get some better customer service.  I was asking for help and all I got was attitude. This lady in particular; I think she was raised by the devil or something.  She had to be the meanest lady I’ve ever talked to.  All she gave me was lip.  If you paid her for lip, I bet she’d rack up the bucks.”

“This rep treated me like I was stupid.  I didn’t appreciate it.  You should always treat a customer like they aren’t stupid, even if they are.”

“The representative should get a job, maybe at Burger King or McDonald’s because she sucks at being a customer service agent.”

“Your customer service there, Brandon, is a total jerk, treated me like I was a total idiot, like I was a criminal trying to call in and pay a bill. Apparently, the statement is in my wife’s name only. Just trying to pay on it. Treated me like a total criminal, total jerk. Worst customer service rep I’ve ever had.”

“The big problem I have is getting told different information by different customer service representatives. The last representative I spoke with, I wouldn’t let that lady try and take care of my dogs or my cat. She is not a nice lady.”

About Dr. Jodie Monger

Jodie Monger, Ph.D. is the president of Customer Relationship Metrics and a pioneer in voice of the customer research for the contact center industry. Before creating CRMetrics, she was the founding associate director of Purdue University's Center for Customer-Driven Quality.

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