How to improve call center NPS

How to improve call center NPS

Helpful insights on improving call center NPS (net promoter scores)

        • Build a QA quality culture and behavior framework:  framework centered around improving the customer experience by focusing on the effort the customer makes, minimizing conduct risk, and providing the most positive customer outcomes
        • Pay close attention to the correlation between QA scores and customer survey scores – note:  Only 20-25% of customer satisfaction with a call is determined by the content of their conversation with agents
        • Include agents and team leads in the calibration process
        • Deep-dive analysis of the data identifies trends, insights, and areas that require the greatest focus

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