Agent get’s frustrated over CSAT
“good calls comin in,talking to individuals that u haven’t seen,visualizing everything just to provide excellent service for everthing and all u need is just one reply one answer its either a score of 4 or 5 that’s all that matters. but where is it? nowhere,frustrating it seems,well I guess sometimes u just need a good fall in order to empower urself more,not to give up easily to pass whatever is needed to be…”
#bangoncsat #epektosasakitulo #plsbangheadhere
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Yes, it can get downright frustrating sometimes when one is trying so hard and yet it’s not paying off. Agents are trying so hard to get those stats but it’s just not paying dividends. Let me explain what this post is all about. In a call center setting, most voice agents have a metric called CSAT(Customer Satisfaction). It is a survey sent to customers either through an email or by way of an IVR calling them back. These surveys are said to be random and is triggered after a customer’s interaction with the representative.
In general surveys have a number of questions customers need to answer, these results will affect the representative’s scores. In some survey questions customers are required to answer from a scale of 1 to 5, 5 being the highest. If the agent gets a 4 or a 5 then the agent gets points for it, that is what they call getting a CSAT or the customer was happy with his/her assistance. If the customer rated the agent a 1 or a 2 then that would mean the customer was not satisfied and normally that’s what we call a DSAT. Getting a DSAT means that the representative’s CSAT scores would go down, so he needs to make up for it. A rating of 3 is what we call a Neutral and like DSATs it doesnt help the representative’s CSAT Scores. In other accounts the scaling is from 1-10 instead of 1-5 but the gist is all the same.
So it is really important that you possess the necessary skills in pleasing customers. The most important part in getting a CSAT is mainly resolving their issues or addressing their concerns in a timely manner. There are other factors that can affect it but that’s something I can discuss on another blog. One just needs to really stick to doing the right things, resolve issues, treat the customer right and keep on pushing to get that CSAT.
“In the call center industry, it’s never easy and it will never be.”