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CSAT surveys

Customer satisfaction surveys help measure call centre performance, but low completion rates often indicate agents aren't effectively encouraging participation. Improving agent training and incentive structures can increase CSAT survey responses.
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Has anybody got any advice on how to get call centre agents to convince consumers to complete customer satisfaction surveys at the end of the call?

At the moment, we are not getting many consumers wanting to do the survey. I think this may be down to the agents not being convinving enough.

Thanks in advance.

Has anybody got any advice on how to get call centre agents to convince consumers to complete customer satisfaction surveys at the end of the call?

At the moment, we are not getting many consumers wanting to do the survey. I think this may be down to the agents not being convinving enough.

Thanks in advance.

One Response

  1. make the survey short……

    say three questions only…..only get the agents to ask them when they have completed the customer's request but before the call ends.

    Simples

     

    Rus Slater

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