When it comes to interacting with your customers, most of the time you won’t have any face-to-face. Instead, customers rely on customer service individuals, typically in a call center. Which means you have to take the personal out of the interactions, unfortunately, but still convince the customers that you care about them and want to solve their problems.
If you don’t have a call center that’s able to do that, you run multiple risks including negative online reviews and an overall negative performance that’s going to impact your bottom line.
Fortunately, there are ways that you can evaluate your call center using true metrics and evaluations, such as how the call center personnel greeted the person and how they interacted with customers. There are also other immediate measures that are instant feedback, such as time tracking. What else can you do? This graphic helps to explain it.
Click To Enlarge
This infographic was originally published on Salesforce.