Customer Satisfaction as a part of your METRICS, is it really needed?

we are in this business to attend and satisfy our customers, right. But sometimes, there are instances that are beyond our concerns. Like difficulty of the concerns from the customers, and that cant be reolve right away.. What will happen is that the caller will be irate, call for a manager or just hang up.. but the other way around is, if the customer is satisfied or very satisfied this will be reflected to you.. what's more overwhelming is you will be given KUDOS by our customers..it is such a sweet music to our ear anyway.

Hi, I used to work in call centre and I roughly got the point that you discussed above. I understand that every call centre will have few teams in handling phone calls and every team will have manager and also duty manager. Once a month, we will have evaluation done for each team member individually by team manager, we will listen to our own phone call discussion with customer(random pick),from there the manager will let us know where is our weak point and which part we have to adjust ourself to give better service to customers. Every day,there will be a report to show about AHT,it will circulate to all team members, we are able to view who handle most calls in call centre and how efficient is that person. From my point of view, customer satisfaction(cs) is another component to take consideration to judge how satify is the customer with our service. How efficient we as a callcentre officer in handling customer enquiries. Therefore, CS can still be one of the most important part to see how efficient and effective a person is working in a call centre.

I think Customer Satisfaction should not be part of the metrics. There are times that you were able to give them the correct resolution but they are not satisfied because you can't give them what they are asking for. Some customers for example ask for about $200 credit. They will tell you reasons why this charge should be credited. You will later found out that the charge is valid and as a one time adjustment, you can just credit half. But still they will not be satisfied with it and they will still give you low CSAT rating.

Yes, the customer satisfaction is required. How does the company know that the customer is really satisfied. It is only when he fills in the survey and puts in his comments that we know what is his satisfaction level and if he is satisfied with the service provided by the company. Also the company can find out where it can improve from the dis-satisfaction shown by the customer. I know it plays a havoc with our scorecards, sometimes they client may be unhappy just because he did not get a particular service from the company as he required it. These are most frustrating times. Thank God my company checks all these surveys and reverts back the ones where we are not at fault. Like some service which is not in out of bounds for us.