Call centre feedback improves customer services and satisfaction

November 5, 2009

A leading auto centre company has reported that a customer and staff feedback programme has improved the quality, speed and efficiency of its call centre service. In the process of doing this they have found that the actual cost of providing a feedback service to its customers has halved. The original service they provided involved agents manually taking notes from customers on the phone and therefore was not reliable and subject to human error.

The new system now records the information from the customer as it is given. Same day E-mails are sent to agents reporting problems. This means they are able to reply to customer’s complaints 3 days earlier than before improving their customer experience and satisfaction.

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