Aracı Analizinden Uzun Vadeli Müşteri Deneyimi İyileştirmesi

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ÇAĞRI MERKEZI OPERATÖRLERI

80+

Hedef

Çağrı merkezi operatörleriyle yapılan, toplam memnuniyeti artıran sistematik, operasyonel çalışmalar.

Metodoloji

Talepli Geri Bildirim: SMS veya API entegrasyonuyla yarı/tam otomatik e-posta gönderimi.

CSAT yoluyla izlenen operatör geri bildirimleri.

Operatörler hakkında varyans analizleri.

Çözüm aracı

Sonuçlar

Her ekibin, acenteleri hakkında müşteri geri bildirimlerine erişimi olan bir süpervizörü vardır. Her çağrıdan sonra CSAT ölçümlerine bakmak, süreçleri iyileştirmek ve gelişime ihtiyaç duyan ekip üyelerini belirlemekte büyük fayda sağlıyor.

En iyi operatör (25%)
Memnuniyet farkı 4% vs 7%

En kötü operatör (25%)
Memnuniyet farkı 16%

Şimdi başla

Üstün ticari performans sağlayan, yüksek performanslı çözümler

Demoyu dene

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Aracı Analizinden Uzun Vadeli Müşteri Deneyimi İyileştirmesi

11/2017 →

80+

Hedef

Metodoloji

Çözüm aracı​

Sonuçlar​

Üstün ticari performans sağlayan, yüksek performanslı çözümler

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