Satisfaction Guaranteed: Performing Call Center Satisfaction Audit (web seminar):

This 90-minute web seminar outlines best practices for surveying call center customers. Students will learn how to plan a survey project, write survey questions and scales, administer a survey, analyze results, and create meaningful reports.

Dates: February 24, August 17, October 26

While internal performance measures demonstrate how efficiently a call center is using its resources, it’s important to focus on external measures of performance to determine how effectively the call center is using resources to meet customer demands.

In this session, we’ll discuss ways to do satisfaction studies with different types of customers. You’ll learn ways to survey them about the call center operation specifically instead of the center being just one of many questions on the company’s overall customer satisfaction questionnaire.

The session will outline the steps of planning a successful customer survey project, including what questions to ask and how to analyze and act on results.
Seminar attendees will learn to:

- Identify the various types of surveys and when to use each one.
- Describe issues to consider in developing the survey instrument, including how to write good questions.
- Outline the advantages and disadvantages of various survey administration methods.
- Describe considerations and calculations to include in the sampling and analysis process.
- Identify supporting tools and processes to assist in the survey process.
- Outline ways to communicate the results of your findings customers, management, and employees.

Price: $300

An unlimited number of students may attend via a single web/audio connection. Additional connections for the same seminar are available for $150 for each additional connection.

This web seminar will be recorded and retained by The Call Center School, LLC. Your attendance constitutes permission for the recording of your voice and comments and The Call Center School’s right to use, distribute, and copy the recording, in whole or in part, in any form or media.
08/17/2012 10:00 AM
10/26/2012 01:00 PM

*Web seminar times are posted as Central Time.

The Call Center School
568 Grant Highway
Lebanon, TN 37090
phone: 615-812-8400
fax: 866-452-2122