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through surveys. after the call is over and the agent is documenting his notes on the file, as soon as he/she is done and hits that submit button, an automatic email is sent to the customer on the email on file asking the customer to rate their experience with the customer service agent. preferable a few hours/days after (depending on the issue, the situation, the industry)
through this survey, the customer can rate the agent's performance on things like,
and so on. these questions are closely related to the agent's KPIs and they need to hit a certain percentage of positive vs negative surveys in order to get their bonuses.
if the account manager sees that they hit the client's preset performance indicator, then to the client, customers are happy, if not, then agents need to be coached in order to get better results with their customers and so on.
each supervisor can be responsible for listening to his teams'negative surveys calls to check areas of oppurtunity for each agent and schedule team meetings key points.
look at it this way, if the customer bothered to open the email and fill out the survey, he is either thankful or angry. so it's a good measure of customer satisfaction.
CS satisfaction via Tech
Ensure CS Satisfaction
you can send auto mail after every call for client to rate the call and agent it will help alot let him rate his call through apps or internet ingeneral .
also with that we can use standard way to supervise the agent like shadwing calls
or listining calls to agent without he know and monthly checking for his performance all of these will improve his perfomance and help to determine our weakest point nad solve it not only punish him
