What Will I Learn By Listening

The great thing about this information is it is real. No third party survey, no questionnaire, just your customers talking to your agents. Listen to their tone of voice, what are they asking, what are they saying about your processes/products/services. In their words, where does your company really stand with them? Now you got something!!

Indexing calls with business data can provide great information that can be shared across the entire enterprise. If the ‘‘other side’’ of the house wants to hear what the customers are saying it is easy for them to access and play.

How about incorporating a couple of marketing questions right into the agent evaluation form? Your supervisors are reviewing calls for quality purposes anyway; put a couple radio buttons, drop downs, even text. It will only take a couple of seconds and now Marketing can pull reports based on this data. Pretty cool!

Here's what you will find when you listen:

• Product enhancements
• Adapting process changes (reducing handle time and maybe even call load)
• Impact of latest advertising campaign
• Proactively address developing trends
• Better understanding of customers and their issues
• Reaction to new features/services
• Comments regarding competition

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