UK and IrelandCustomer Satisfaction
Welcome to the Customer Satisfaction subject, the available knowlege bank articles are displayed below.
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A 'Box' Full of Quality
Too many call centres simply don't do quality, never mind have a quality process to support their call handling. Why does this happen?&nb… View
Attrition - Customer
Also known as customer churn or defection View
Customer Charter
Also known as Customer Excellence Charter (CEC) View
Customer Service (CS)
Customer service is the provision of service to a customer, before, during and after a purchase. The customer service delivered should be desig… View
First Contact Resolution (FCR) Levels and Skills Based Routing (SBR)
Whilst there is always a clear desire to match the call subject matter with the appropriately skilled agent, this is not always possible, resulting… View
Hold Time - Agent
Hold time refers to the time an agent puts a customer on hold. This is done for a number of reasons; Seeking assistance Reviewing… View
J D Power Ratings
J.D. Power and Associates is a leading global marketing information services company that conducts independent consumer surveys of product and serv… View
Net Promoter
Net Promoter™ is both a loyalty metric and a discipline for using customer feedback to fuel profitable growth in your business. Developed by … View
Net Promoter Score (NPS)
NPS is based on the fundamental perspective that every company's customers can be divided into three categories: Promoters, Passives, and Detra… View
Requirements for Call Monitoring
Accuracy Script/process adherence Associate follows written material as explained in training, as well as Methods and Procedures (Te… View
Resolved Live - What Level?
Resolved live or first-time resolution is a key measure in any contact centre From a customer satisfaction perspective, the customer has an exp… View