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The Call Center Survey

The call center survey has become the cornerstone of many companies’ customer service strategy as they realize how call center transactions can affect overall customer service satisfaction, loyalty and retention. As companies see the impact call center performance has on the bottom line, many initiate call center survey programs to measure the performance of front-line personnel and improve customer service research. Call center research differs from other types of research in a number of ways and must be designed with those differences in mind. Polaris has expertise with call center research, including customer service baseline and customer service tracking programs. We can help you create a call center performance measurement system that will help your company achieve greater customer service satisfaction.

Designing the Call Center Survey

When designing your call center survey research program, there are many elements that need to be taken into consideration. Polaris is fully experienced with call center surveys and can help you make the key decisions about your call center research program. For example ...

Survey Type:

• One-Time or Ongoing -- Is your call center survey research program going to be used for one-time diagnostics or ongoing call center performance baseline research?

Sample Strategy:

• Call Volume -- Total calls taken on a daily, weekly, monthly, quarterly basis will determine the sample size (completed call center surveys) of your program?
• Type Of Call -- Will call center performance be measured and reported to the call-type level?
• Employee Level -- Will the program measure and report to the representative, supervisor, director, call center level?
• Segments Needed -- Are there any other customer segments of interest?
• Contact Information On Hand -- What kind of contact information is on hand (name, address, phone)?
• Sample Delivery -- How frequently can you pull and deliver customer contact records for a particular timeframe for executing the call center survey?
• Survey Timeframe -- How soon after the transaction should the call center survey be performed? Typically, the more significant the transaction to the customer, the more time you will have.

Using Results

• Advanced Analysis -- If you have not already confirmed with your customers which factors are most important to them, will advanced statistical analysis such as driver analysis be needed?
• Reporting -- Based upon who will be using the results, will dashboard/report card style reporting be appropriate or more detailed reporting? Will you need to track results over time?
• Action Reports -- For customer with unresolved issues, would you like to place a script at the end of the survey that gives them the opportunity to request contact?

Contact us to learn more about designing an effective call center research.