Customer Satisfaction Positive Immediate Consequences

Customer Satisfaction

 

In the call centre industry, most executives and management will tell you that call centre customer satisfaction is fundamentally important to the success of their business. Companies cannot afford to have demoralised agents caring for their coveted customers. Consider the following two 'facts of life' in most contact centre environments:

 

  • An average agent interacts with 10,000 customers a year (Accenture)
  • Agents must be motivated to do a superb job with every customer

 

"There is a direct correlation between outstanding agent performance and customer satisfaction. Also, there is a direct correlation between sub-optimal agent performance and customer dissatisfaction. Clearly, Agent00 will create highly motivated, proficient agents that will result in high customer satisfaction and profitability."      Ford Executive Ted Derwa

So what makes Agent00 such a powerful motivator resulting in better agent performance and hence improved customer satisfaction?

The answer lies in "Positive Immediate Consequences", which is linked to the experiments Ivan Pavlov did with dogs to condition and reward them in the 1890s.

 

Diving has always been one of the most popular spectator sports at the Olympics.

 

We watch the diver leave the high platform and perhaps give us a reverse one and a half somersaults with three and a half twists in a free position. There is a ripple of applause as they enter the water and all eyes are on the judges.

 

As the competitor emerges from the water they too look towards the scores.

 

The score is immediate - the diver knows precisely what they have done and what they need to do to move up the leader board. Mental adjustments and determination are being made from that very moment.

 

Imagine if our contact centre agents were able to end a customer call and know instantly how they did, and see it reflected in their "score" for the day?

 

Imagine the motivation and mental adjustment taking place as they see the results of their efforts show up in their scorecard?

 

That is precisely what Agent00 does - delivers remarkable motivation and commitment through "Positive Immediate Consequences"

 

If customer satisfaction is a big issue for you in your contact centre, and you need to improve it without investing in bigger and better technology, then call us now on +44 (0)1462 683533 or click on the contact button on the top right of this page.