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  • Time As a Measurement of Quality Customer Service? Not Always An Accurate Metric.

    Posted: Thursday, November 7, 2013

    by PhonePRO


Many companies measure the quality of their customer service calls in terms of the number of minutes spent on the phone. How long did the agent leave the client on hold? How long did the conversation take? These are the kind of metrics most managers worry about, and yet, in the end they have little to do with the basics behind customer satisfaction.

According to a study done by researchers at the Harvard Business Review, consumers are most interested in two aspects of the interaction that cannot be measured by time or whether or not the agent put them on hold. First, does the person who took the call have relevant, helpful information? How knowledgeable are they about the products and services they offer? Second, those polled reported that “can this person resolve my problem?” was also a critically important question in their perception of what makes for good or bad customer service.

Remember, almost half of customers who receive what they feel is bad customer service will simply walk away from doing business with the company ever again. The costs of untrained, ill prepared service agents are staggering. Shouldn’t you ensure your employees are not just well informed but able to resolve problems in just one call?

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