If your call center performance is not where you want it to be, or if you are falling behind on achieving specific metrics, you are not alone.
The challenge you are facing could be that you haven’t uncovered the contributing factors and root causes of sub-optimal performance. This is very common challenge, even for seasoned customer service professionals. To remove barriers to higher performance and resolve more issues during the first call, you need to have a very clear diagnosis of what is standing in the way. Internal biases and assumptions can misdirect resources or misidentify root causes.
So, how do you get to the right issues so you can begin to address them and improve performance quickly?
The Solution
The JD Power Call Listening Diagnostic, performed by our objective, skilled and experienced team of forensic call mapping experts, combines careful call listening with specially designed tools and proprietary approaches to facilitate analysis by our senior team of experts. These experts discover patterns, trends, and root causes of issues and develop practical solutions to help you overcome them.
The JD Power Call Listening Diagnostic, performed by our objective, skilled and experienced team of forensic call mapping experts, combines careful call listening with specially designed tools and proprietary approaches to facilitate analysis by our senior team of experts. These experts discover patterns, trends, and root causes of issues and develop practical solutions to help you overcome them.
The Benefits
The Call Listening Diagnostic:
- Provides unbiased understanding of performance of customer service representatives (CSRs) on essential measures (e.g., first call resolution, timeliness of resolution, knowledge, empathy, courtesy) that drive customer satisfaction
- Yields insights into the root causes of outcomes (good or bad) by identifying why actions and responses occurred (e.g., holds, transfers, customer confusion)
- Helps identify priority actions to improve performance (e.g., policies, training, process, etc.)
- Allows assessment of CSR performance in important business processes (e.g., new customer embracing, customer renewal and retention)
- Provides an important complement to quantitative surveys of customers or current QA motions
The Call Listening Diagnostic:
- Provides unbiased understanding of performance of customer service representatives (CSRs) on essential measures (e.g., first call resolution, timeliness of resolution, knowledge, empathy, courtesy) that drive customer satisfaction
- Yields insights into the root causes of outcomes (good or bad) by identifying why actions and responses occurred (e.g., holds, transfers, customer confusion)
- Helps identify priority actions to improve performance (e.g., policies, training, process, etc.)
- Allows assessment of CSR performance in important business processes (e.g., new customer embracing, customer renewal and retention)
- Provides an important complement to quantitative surveys of customers or current QA motions
Clients will be empowered to:
Understand the root causes of issues to enhance score, CSR performance and customer satisfaction
Identify issues and challenges occurring in specific products, services or lines of business
Identify issues and challenges occurring in specific call centers
This program is a quick, easy process that yields rapid insights. Get started today, and put your call center on the path towards improved performance.
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Contact us to learn more about JD Power's Customer Service solutions. Fill out this form! We'll be in touch.
To join the JD Power customer service mailing list, please fill out this form.
Interested in joining the JD Power Advisor Network? Learn more here.