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 program will outline the steps of planning a successful customer survey project, including what questions to ask and how to analyze and act on results.
Students will learn to:
- Identify the various types of surveys and when to use each one.
- Describe issues to consider in developing the survey instrument.
- Practice writing effective survey questions using various scales.
- 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 to maximize impact.
Price: $150 (Single-user, 30-day license)
