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How To Use Net Promoter Score to Improve Your Call Center

Posted by Ahmed Macklai on Nov 15, 2017 7:30:00 AM

improve your call center

A Net Promoter Score (NPS) is a gauge of how customers feel about their interactions with agents after making contact by collecting data via a survey. NPS is used to evaluate many different types of customer interactions with companies, but it’s particularly useful in the call center since the phone is one of the primary ways that businesses connect directly with customers. Here a are a few ways that NPS can be a valuable tool to maximize the productivity and success of your call center.

1. Know Where There’s Room for Improvement

The most obvious benefit of utilizing NPS is that you’ll start to pinpoint exactly where there’s room for improvement for agents. The numbers will speak for themselves, but there’s also the human element to it where customers can provide more detailed feedback about how they felt about a call. Obviously not every customer will participate in a survey and their experience won’t be included in the NPS, but it’s still a great metric to measure how well your agents are doing. Within the call center industry as well, NPS is considered an important indicator of how well your call center is performing.

 

2. Hard Numbers Show What’s Right and Wrong

Call Centre Helper names one of the biggest benefits of using NPS to improve your call center is its simplicity. The system can literally capture information about how a customer feels about every interaction they have with your company sing different methods to collection this information, whether through email surveys sent out directly after an interaction, or a request for the customer to rate their experience. NPS ratings have become a standard benchmark of how well your agents are performing and where they can improve. Specific trends will also emerge if your agents are all faltering in a particular way, and you can strengthen your NPS by addressing the recurring weaknesses.

 

3. Call Centers and NPS Pitfalls

Customer Think warns that when NPS is being measured in a call center, two-thirds of customers are already agitated before they even reach an agent, so any mistakes during the call can cause grave consequences. While this doesn’t bode well for any call center, training your agents to avoid common missteps can be extremely useful. For example, the ability to take information on the first try can make a huge difference in your NPS. No one wants to repeat their name or email address several times, especially if you’re dealing with an inbound call center where customers might be contacting agents to address problems. Train your staff up to make each call go smoothly, and your NPS is bound to increase.

 

When you’re trying to pinpoint ways that you can improve your call center, it’s usually anecdotal or based on agent performance. However, with NPS, you can have a much broader overview of how your entire call center is doing as a single entity, and what needs to be improved. If your NPS falls short or is very low, then you’ll know it’s time to closely evaluate where you’re going wrong. By using this data to address problems, your call center can function at maximum efficiency.

 

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Topics: Call Center Operations

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