Comments on: Call monitoring leading to call coaching. http://www.serviceuntitled.com/call-monitoring-leading-to-call-coaching/2008/07/11/ The blog about customer service and the customer service experience. Fri, 10 Feb 2012 08:35:59 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Service Untitled http://www.serviceuntitled.com/call-monitoring-leading-to-call-coaching/2008/07/11/comment-page-1/#comment-701805 Service Untitled Tue, 15 Jul 2008 02:45:02 +0000 http://www.serviceuntitled.com/?p=672#comment-701805 Larry, Thanks for your comment! Great points and suggestions. I've listened to calls that I thought were horrible and I call the customer afterwards and the customer gives the agent and the experience all of the top ratings. Sometimes there is a disconnect between the two standards, but it is the customer's opinion that counts. Larry,

Thanks for your comment!

Great points and suggestions. I’ve listened to calls that I thought were horrible and I call the customer afterwards and the customer gives the agent and the experience all of the top ratings. Sometimes there is a disconnect between the two standards, but it is the customer’s opinion that counts.

]]> By: Larry Streeter http://www.serviceuntitled.com/call-monitoring-leading-to-call-coaching/2008/07/11/comment-page-1/#comment-700490 Larry Streeter Mon, 14 Jul 2008 12:03:54 +0000 http://www.serviceuntitled.com/?p=672#comment-700490 Internal call monitoring is an effective way for us to provide real time feedback to our customer support associates on the basics of call handling. Our program is designed to measure the fundamentals reps learn through their initial training around product support, customer service skills, and company policies and procedures. What's unique about our internal call monitoring program is that we also use it to support our external customer satisfaction survey program. Every customer who contacts Support via phone, chat, or email is sent a brief survey asking for feedback on the interaction they had with the Support associate (we only survey a customer once every 90 days to avoid "spamming" :). Internal call monitoring programs are an effective way to evaluate how we think the call went, but the true test is what the customer thought of the interaction. By merging the two independent results (call monitor score and customer satisfaction survey) we not only provide accurate feedback to our reps but also find ways to "fine tune" the internal monitoring program that will help drive a higher level of satisfaction from our customers! Internal call monitoring is an effective way for us to provide real time feedback to our customer support associates on the basics of call handling. Our program is designed to measure the fundamentals reps learn through their initial training around product support, customer service skills, and company policies and procedures.

What’s unique about our internal call monitoring program is that we also use it to support our external customer satisfaction survey program. Every customer who contacts Support via phone, chat, or email is sent a brief survey asking for feedback on the interaction they had with the Support associate (we only survey a customer once every 90 days to avoid “spamming” :) .

Internal call monitoring programs are an effective way to evaluate how we think the call went, but the true test is what the customer thought of the interaction. By merging the two independent results (call monitor score and customer satisfaction survey) we not only provide accurate feedback to our reps but also find ways to “fine tune” the internal monitoring program that will help drive a higher level of satisfaction from our customers!

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