The customers who contact with your call center are interacting with your products and services. Your customer’s call center experience turns into a decision-making moment for their continuation of association with your brand. The positive change to be made in the experience of this active customer group will also increase the overall customer experience score. It creates insight by giving the answer of the ‘How is the customer experience?’ question and makes it easy to make a decision.
Following the customer’s contact, we can obtain the processable data by performing the experience measurement with special methods on the service channel (telephone, e-mail, chat, social media). The accurate and reliable data is produced with feedbacks from the warm experienced customer.
A sustainable structure is created by turning customer experience into performance parameters for call center employees and management team. The development is quite rapid as measurements are made with the same parameters at the whole and the working level.