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CENTRO DE CONTACTO

Nos asociamos con su centro de contacto  para aprovechar los datos de la encuesta y ayudarlo  tomar decisiones comerciales críticas . Consultamos con su equipo para mejorar el desempeño de los agentes, aumentar los puntajes CSAT y demostrar aún más el valor de su centro de contacto para la corporación.

Ya sea que sus canales sean teléfono, correo electrónico, chat, redes sociales, aplicaciones, bots, personalizaremos su programa de encuestas proporcionando nuestro proceso de encuestas único. 

Customer Support Representative

TESTIMONIOS

“Quizás la mayor sorpresa ha sido la reacción de nuestro personal de Call Center. ¡Los CSR, al ver la presentación de resultados, ahora están "en la búsqueda" de mejoras por sí mismos! Nunca esperé que esto diera un impulso a la moral, pero ha sido un gran beneficio adicional ".

Best Types of Questions To Include in a Transactional Survey

When crafting a customer service survey, it’s important to ask the right questions immediately after service to ensure that it’s the most effective. The quality of information you receive and the value of the transactional survey is directly related to the questions you ask and when you ask them. The most effective call center customer satisfaction surveys typically use a variety questions to capture honest and insightful responses. 

Questions that gauge a customer’s overall satisfaction with their experience are a great way to start a call center satisfaction survey. Starting with these questions sets the tone for the rest of the survey. Then, you can ask more targeted questions about your products and services to help you identify pain points and areas of improvement. By utilizing an open-ended format, you can capture in-depth insights to help drive you toward meeting your objectives. 

Depending on your industry, some companies may benefit from asking questions regarding service speed and employee engagement. These questions can help you look at your processes objectively and implement any necessary employee training or protocol for improvement. Finally, wrap up the call center customer satisfaction survey with questions regarding likelihood to recommend to a friend or colleague, and likelihood to becoming a repeat customer. 

By using these types of questions and others that are specifically tailored to your business objectives, you can get the most insight from every call center satisfaction survey. By fine-tuning your customer service survey, you can create a more effective way to track your customers’ satisfaction. The best call center customer service survey paired with survey analysis can break down your needs more effectively.

Insights That Can Be Gained From Customer Service Surveys

The best call center surveys provide quick feedback that gauges your customers’ experience and provides insights into their engagement. A prompt response time ensures that you can improve your performance or service and increases your customers’ perception and opinion of your behavior, including your willingness for interaction. Insights that you can gauge from open-ended questions include:

  • Your customer base, including those people who are most engaged with you

  • Customer expectations for your retail products and services

  • The target market that you might be missing with your services

  • The return on investment or ROI of your customer service

  • Difficult product areas that you might not have expected

  • Risks that you weren’t even aware of were an issue

  • Employee performance maintenance needs

How Often Should You Send Transactional Surveys?

The nominal, best-practice schedule for sending out your best transactional surveys is once or twice a year. Sending out a call center survey more often than that tends to overwhelm companies. Instead, fine-tune one or two call center customer satisfaction survey designs for your customers' needs.

Contact Us Today

Don’t hesitate to contact us at The Center for Client Retention if you need a customer service survey with the best questions possible. Our transactional survey approach can provide you with the feedback and insight you need to improve your customers' interaction, perception, opinion, and behavior. Reach your business objectives with our open-ended customer service surveys! Contact us today to learn more. 

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