Customer satisfaction plays a vital role not just in keeping customers but also in attracting new customers through positive word of mouth referrals. This presentation shares some tips on effectively managing customer satisfaction in a call center.

1. Managing
Customer Satisfaction
in
a CallCenter
Outsourcing Knowledge Series – Part 1
Presented by: Apollo Business Technologies Pvt. Ltd.

2. 70% ...of all
customer interactions
are handled in
call centers

3. Customer Satisfaction – Key Drivers
First Contact Resolution
Percentage of Blocked Calls
Average Wait Time in Queue
Service Level
After Call Work Time
Call Abandon Rate
Employee Attrition Rate
Average Speed of Answer
Average Handle Time
Schedule Adherence

4. TIPS
to effectively manage
Customer Satisfaction
in
Call Centers

5. Under Promise
and
Over Deliver

6. Let them
see you......
SMILE

7. THROW
away the
SCRIPTS

8. Listen
to
Customer FEEDBACK

9. Reward
Positive Behaviour

10. Show that you
CARE

11. Allow the team to listen to and score their
own calls

12. Set the right....
EXPECTATIONS

13. Apollo Business Technologies
www.apollobt.com
business@apollobt.com