On a scale of 1-10, with 10 being the best, how would you rate your call center's Customer Service?
Would you rank Customer Service as one of the top 3 areas needing improvement in your call center?
Do you survey your customers for a formal score (CSAT, NetPromoter, etc.)?
Do you have a secret shopper program in place?
Do you celebrate customer feedback?
Do you formally train customer service, soft skills and empathy?
Do you profile customer service traits in the hiring process?
What hours are you agents available to your customer?
Please choose all channels where you manage the customer conversation:
Do you use an answering service to extend coverage?
Are your agents responsible for handling more than one channel at a time?
Based on your score you could improve on the customer service aspect of your call center. We’d love to have a conversation around specific ways you could improve.
Based on your score the customer service aspect of your call center is performing above industry standards. Try some of our other quizzes to see if there are any other aspects you need to improve on.