Hi we are currently performing customer satisfaction surveys within our contact centre-

I would like to ask as to what the group believes to be the three defining factors to influence customer satisfaction? specifically within the contact centre environment.

Price, price, and if your reps make me feel like a human being or not.

Seriously.

I would also suggest that you look inward to seek answers to your questions. What are the three biggest pains that your team has? I guarantee that your customers feel those same pains working with your team. What solutions are there to those pains?

Fair point thank you Karen,

We have looked internally for the cause of employee satisfaction and dis-satisfaction- from this there are a number of areas that tally- these are currently in the process of being reviewed and amended, we have a great atmosphere here, so the idea is to locate the route cause of the problem.

Just looking for a heads up as to any suggestions that people may have- it is a never ending struggle trying to approach companies for sharing of best practice... surely customer service is the main priority and we can all learn from each other....

What customers really value is help in improving the quality of their business which in turn leads to improvements in their business, profits and growth, PLUS sustaining/growing their own customers satisfaction, just like we want.

Promptly respond to questions, concerns, and problems escalated to us
Clearly communicating timeframes for follow-up and consistently following up within these timeframes.

Increasingly, this means we must display our value add with our superb people, products, skills and tools making our companies the benchmark for which they measure all their vendors.

I think that the merit of our procurement policy regarding the supply management procedure, must include; service delivery, quality assurance and price sustainability, in order to defining factors to influence customer satisfaction.

Grega - I know that my note comes 2 months after you posted your question but I have just joined the site and therefore I suspect you have undertaken your review. This information might be useful for future events however. I agree with previous commentators that price is important however it is not sustainable for long-term competitive advantage. I would suggest you consider both internal (company) and external (customer) factors. For a call centre environment consider the following: internal perspective: employee knowledge (product, service etc); responsiveness (time taken to answering & managing the call); continuity (ensuring accurate & up to date customer records; non-repetitive processes). external perspective: ensure accurate (honest) marketing communications; relevant (added value) customer follow-up using a 'named' person if possible; keep promises

What about those of us that work with a product in which a consumer must have(Insurance) and which they have already paid for before they need(submitting a claim). What leads to a positive Customer Experience for an Insurance Claims handler?

Hi Grega,

I have no doubt you have already completed your Customer Sat process but if you are still working on the best process then I would suggest that the best place to start is with your customers!

Spend a bit of time talking to a random sample (you can get a company in to help you with this, email me at barry.mckeich@lorien.co.uk for more details) of customers either face-to-face or over the phone and ask them what is important to them. What do they actually expect when it comes to your service provision. Once you have talked to customers you will have a much better idea of what elements of your service you should be measuring and ensuring are at the highest standards.

This process will ensure that you avoid missing any key service elements and at the same time will enable you to avoid deleivering service levels that customers don't require (dead budget).

Hope this has been helpful and not a bit after the horse has bolted.

Cheers

IT kind of depends what you are selling..

In generality it's going to rank

Price
Convience
Customer service.

Let me say this at the retail manager level you can't control price and you have limited control how convient it is to get the product. (the convient part comes in is it kept in stock and how far is it to drive to get the product) So the only thing you really have control on is customer service.

Well Customer Service depends on 2 things:
Loyal Product with competitive price.
Best service for long term then we have this customer forever ..

As Good Product with competitive price and customer happiness of the service will not let him go..

i clearlly think if we can have the right product and the product is rightly offered to customers in time within the anticipated time frame,this customer is for us for life.

Dear Robato,
there may arise some question on the tems u have used like, "right product" and "rightly offered", we always fail to offer the right product on right time, that is the reason why the product dont click in the market. I think, some more discussion is required on above topics, how to make combination of right product with rightly offered in right way.

Thanks to all.
Nigar
A new member of this forum
Good luck everybody