Survey Calibration

//Survey Calibration

Survey calibration assists in overcoming the doubt in the responders’ answers associated with most survey programs.

Improving First Call Resolution in your Contact Center

This case study has been updated and included with an additional case study in the Maximum Agent Performance Report: The Astonishing Truth for Contact Center Leaders.    Improving First Call Resolution is easier when you avoid the mistakes found in this case study... This white paper is based on a six-month case study of two [...]

Neither Qualitative NOR Quantitative VoC Data Works

Most VoC programs utilize only quantitative measures. This is not particularly surprising. Researchers and analysts tend to take a great many statistics classes and, as such, specialize in the manipulation of numbers. But quantitative voice of the customer data is not enough to be successful with customer experience management. It is rare to find a [...]

Why you should not use survey findings to make operational and strategic decisions

“Are you afraid to use your post-call IVR survey findings to make operational and strategic decisions?” is one of the questions that were posed in the 25 Mistakes to Avoid with Post-call IVR Surveys eBook and self-assessment. The eBook and self-assessment includes diagnostic questions to uncover many of the problems that Customer Relationship Metrics have [...]

By | 2016-12-05T15:14:45+00:00 October 9th, 2013|Survey Calibration|1 Comment

How to know when survey participants request to be called back?

“Are you unaware of a survey participant’s request to be called back?” is one of the questions that were posed in the 25 Mistakes to Avoid with Post-call IVR Surveys eBook and self-assessment. The eBook and self-assessment includes diagnostic questions to uncover many of the problems we have come across since inventing post-call IVR surveying [...]

By | 2016-12-05T15:14:45+00:00 September 25th, 2013|IVR Post-call Surveys, Survey Calibration|0 Comments

Does your survey process protect agents from vulgar customer comments?

“Did you fail to put in a process that prevents agents from receiving vulgar and obscene comments?” is a question that was included in the 25 Mistakes to Avoid with Post-call IVR Surveys eBook and self-assessment located in our resource library for contact center leaders. Take advantage of our knowledge and experience accumulated over the [...]

Why isn’t your customer experience program a top priority?

You probably made your customer experience program a top priority five short months ago when you sat down to make your New Year’s resolutions for your contact centers. Let’s do a gut check…did the priority to better your customer experience program fall by the way side just like your resolution of a smaller waistline? I’m [...]

Does your VoC program take a shortcut and skip Survey Calibration?

If your data goes directly to the reporting platform from collection without Survey Calibration then expect your final Voice of the Customer (VoC) program to be riddled with erroneous information. Every post-call IVR survey needs to be evaluated in a survey calibration process because there are always occurrences of the customer not answering the questions [...]

Hidden Risks with Post-Call IVR Surveys Stealth Mode

Stealth mode or automated transfers in post-call IVR surveying in contact centers has some hidden problems that you must be aware of if you want to experience success.

The Best of Knuggets and Knuckleheads: Post-call IVR Surveys

You know that capturing post-call customer feedback is critical to your business.  It allows you to keep your finger on the pulse of the customer, uncover problem products, agent issues, service faults and organizational barriers.  Additionally, it reveals the positive in what is working, who is performing at high levels and quantifies how the customer [...]

2012 Year in Review: Top 10 Post-call IVR Survey Mistakes

It’s that time of year again when we all begin to reflect on the past year and make resolutions about the things we want to change in the coming year.  I hope you are as excited as I am about all the possibilities the new year could bring. Many organizations are doing things right.  And [...]

You cannot skip Survey Calibration in your customer experience VoC programs

Customer experience data is powerful if you know how to unlock its valuable insights and make it actionable. If your organization wants to gain employee and company engagement, and create customer-centric environments, then it is critical to use survey calibration in your Voice of the Customer (VoC) programs. When you are looking at specific customer [...]

What is Survey Calibration?

I have seen various claims that estimate the money lost to dead-end voice of the customer programs. The losses range from 60%-91% of all money that is invested - gone, lost, wasted. Considering the global dollars spent on voice of the customer programs is in the billions, the amount lost is staggering. In just about [...]

By | 2016-12-05T15:14:56+00:00 October 3rd, 2012|Survey Calibration, Voice of the Customer|0 Comments

Customers are demanding greater product quality in tough times

At the end of October 2011, Customer Relationship Metrics published its quarterly Real-time Customer Experience Benchmarking Report to business partners.  One of the more interesting findings that emerged from analysis of the benchmarking data was a relatively unexplained spike in problem-related calls to contact centers that provide support to the automotive, appliance, and electronics industries [...]

Why the Quality Assurance and Training Study Results Scare Me

In late May, the QATC (Quality Assurance, Training and Connection organization) published the results of their quarterly survey on critical quality assurance and training topics in call centers, focusing on quality monitoring call calibration practices.  I found the survey results to be quite interesting (sometimes scary), but for very different reasons than highlighted in the [...]

Do your call center agents need to be re-engaged?

As numerous studies have revealed, unhappy agents = unhappy customers.  In many cases, real-time post call surveys can reveal negative feedback potentially indicating that call center agents need to be re-engaged.  The beauty of the Survey Calibration process is the opportunity to find Knuggets of wisdom that deliver true Business Intelligence from the Voice of [...]