Tag Archives: employee feedback

Win your customer loyalty the old fashioned way

Over at Customer Think, Kevin Stirtz recently looked at two simple ways you can continue to keep your customers loyal to you: know what they want, and know what you are best at. It’s vital that you keep communication roads open, and that it is easy for both your customers and employees to give you feedback. If you make a goal to listen to their feedback and begin to use it to improve their expreience, customers will keep coming back to you.

What do you do to encourage feedback from both your employees and customers?

Hospital provides customer service training at the request of employees

Recently in the Wichita Eagle, they reported on the efforts of the staff of Wesley Medical Center to improve their customer service. Human Resources Director Lisa Becker said that an employee engagement survey showed an overwhelming number of employees requesting training in the area. The hospital is now offering a one hour refresher course on customer service basics, and managers attended the course first. The employees could attend the session voluntarily, and 40% of the employees at the hospital already have done so. The course covers basics such as how they view customer service in other areas, attitudes in uncontrollable situations, and teamwork.

Are your employees asking for training? What have you done to educate them on customer service in your field?

Connecting Employees with Customers

Becky Carroll recently posted on the Customers Rock! blog that taking the time out to listen to what customers are saying is an important part of the customer experience. The old age saying is that a happy customer tells a friend and an unhappy customer tells 10 people. Becky goes on to explain that social media is important because it gives customers a platform to leave feedback and opinions, and if you can somehow meet and solve problems live online, well that’s even better!

How good of a job is your company doing in interacting with your customers through social media?

A Key to Next Generation Quality: Speech Analytics

Erika Van Noort of Bell Canada walked us through the evolution of customer care at Bell Canada and provided a deep dive on the power of Speech Analytics.

Bell is moving from a more fragmented business, built through acquisition, towards a more integrated , optimized environment for the customer. One way to optimize is through mining existing data, including call data.

Here was Bell’s wish list of what they wanted to learn from their call data:
– Root causes to why customers call
– What value add vs. non value add
– Get at the true Voice of the Customer
– Reduce what Price called earlier dumb contacts and increase time for value adding contacts
– Customer intelligence (preferences, drivers of behaviors, etc.)

In response to these and other questions, one approach to data mining is speech analytics.

“Speech Analytics, Erika explained, ” does not mean you never have to listen to customer call again. Only if you don’t care about your customers.” But through speech analytics Bell has learned a lot about process, products and service, more than they could have learned from traditional call monitoring, including:

Benefits of speech analytics?
– Root cause analysis
– Real time feedback
– Positive impact on FCR
– Reduced low value calls
– Opportunities for cross selling

And this is using the superset of all calls, not a sample, something you just can’t do with traditional call monitoring.

An analytics tree – how Bell looks at each call
– a call we want?
– routed correctly?
– resolved well?
– a church opportunity?

Speech Analytics: What Bell does

– take all calls
– break them down by reasons why customers call
– look at trends and outliers
– get at root causes
– identify real time call back opportunities

Results were great: FCR up, Sat. up, escalations down, productivity up, revenue way up

And employee feedback was very positive. “At last you have realized a dish that goes at 2Am is not my fault.”

Making the wins real:

– 1 customer event took 3 and 1/2 months.
– 6 customer calls and transfers
– 1 hour and a half of call time
– Cost? $400

Now multiply that by all the repeat calls and you are talking real money!

Understanding length of call by call type enables Bell to set thresholds for talk time based on what is really needed to get the customer’s work done right the first time.

Finally, this information drives changes to process, product and service design based on a systematic analysis of true voice of the customer. And this VOC is used at the highest levels of the company.