How do you collect feedback on problem solving and escalation?

1 Customer surveys

One of the most common and effective ways to collect feedback on problem solving and escalation is to ask customers directly. You can use various types of surveys, such as post-call, email, SMS, or web-based, to measure customer satisfaction, loyalty, and effort. You can also ask specific questions about how the agent handled the problem, whether they followed the escalation procedure, and how they communicated with the customer. Customer surveys can provide valuable insights into what works and what doesn't, as well as identify areas for improvement.

2 Quality monitoring

Another way to collect feedback on problem solving and escalation is to monitor the quality of the calls. You can use quality monitoring software, call recording, or live listening to evaluate how the agent applies the problem-solving process, follows the escalation policy, and uses the appropriate tone and language. You can also use quality monitoring to coach and train the agents, as well as to recognize and reward good performance. Quality monitoring can help you ensure consistency, accuracy, and professionalism in your call center.

3 Peer feedback

A third way to collect feedback on problem solving and escalation is to involve the agents themselves. You can use peer feedback to encourage collaboration, learning, and support among the agents. You can use peer feedback tools, such as online platforms, forums, or chat groups, to allow the agents to share their experiences, tips, and challenges. You can also use peer feedback to create a culture of feedback, where the agents can give and receive constructive and positive feedback from their colleagues.

4 Supervisor feedback

A fourth way to collect feedback on problem solving and escalation is to rely on the supervisors. You can use supervisor feedback to provide guidance, direction, and feedback to the agents. You can use supervisor feedback tools, such as performance reviews, one-on-one meetings, or feedback forms, to assess the agent's problem-solving and escalation skills, as well as their overall performance. You can also use supervisor feedback to motivate and empower the agents, as well as to address any issues or concerns.

5 Data analysis

A fifth way to collect feedback on problem solving and escalation is to use data analysis. You can use data analysis to measure and track various metrics and indicators related to problem solving and escalation, such as first call resolution, average handle time, transfer rate, escalation rate, repeat calls, customer complaints, and customer retention. You can use data analysis tools, such as dashboards, reports, or analytics software, to visualize and interpret the data. You can also use data analysis to identify trends, patterns, and gaps in your call center's problem-solving and escalation performance.

6 Feedback loop

A sixth way to collect feedback on problem solving and escalation is to create a feedback loop. You can use a feedback loop to ensure that the feedback you collect is used to improve your call center's problem-solving and escalation processes, policies, and practices. You can use a feedback loop to communicate the feedback to the relevant stakeholders, such as the agents, supervisors, managers, and customers. You can also use a feedback loop to implement the feedback, monitor the results, and evaluate the impact.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?