VoC through the Employee
Contact centre agents talk to customers every day. During customer service calls and support calls they listen to customer issues and feedback all day long. So, why aren’t we looking to capture that insight in a proactive way?
Most organisations run a standard VoC (Voice of the Customer) programme, gathering customer-driven feedback on customer satisfaction, NPS score etc. But, uptake is not always fantastic and feedback tends to be very structured.
With a VoCE (Voice of the Customer through the Employee) programme we can gather powerful insights from agents, throughout the day, on perceived customer satisfaction, contact resolution and free text verbatim feedback.
The key metrics and ratings that you receive from your agents via the VoCE surveys on perceived customer satisfaction and contact resolution can be very interesting to compare with your customer driven VoC surveys!
But, the free text comments driven in from agents can be super useful. They can help identify trending issues, like a problem with your website or a service outage. And, over time, can generate powerful insights through text analytics.
Generally, we recommend a Pop Up Survey for agents, which they can easily access from their Agent Desktop. The VoCE survey should always include 2 or 3 structured questions (that marry up with your VoC survey) and a verbatim comment.
Ideally, you should be running your VoC and VoCE programmes via the same provider / same platform, so that you can easily compare and contrast metrics and comments via customer-driven feedback vs agent-driven feedback.
Additionally, you should look to have real-time dashboards to show trending issues in Key Topic widgets or Word Clouds. And you should have a range of text analytics and sentiment analysis to perform a deeper dive into agent feedback.
VoC through the Employee is a great way to engage agents and capture powerful customer experience feedback. If you’re interested in getting a VoCE programme up and running quickly, please feel free to contact us for more information.