Utilizing the Voice of the Customer

A recent research report, the 2009 Voice of the Customer Survey published by 1to1 Media, revealed that

“nearly three quarters of respondents’ companies made changes–that delivered a business impact–to customer service policies or procedures as a result of customer [feedback], and more than half improved an existing product. Additionally, 48 percent changed back-office policies or procedures, 44 percent upgraded their website, 28 percent launched a new product and 23 percent changed pricing-all of which delivered bottom-line results.”

34% of the respondents used call recordings from the contact center to access customer feedback.

Utilizing the voice of the customer throughout your organization, not just in the contact center, can be a powerful tool for your business. The “voice of the customer” can provide actionable feedback and information that can quickly influence your business. Imagine the impact of being able to provide a report aggregating the data collected by your call center agents along with a .WAV file of a customer interaction that reinforces your conclusions… What a powerful way to reinforce a product improvement recommendation or a process change!

Companies of all sizes can benefit from call recording software, bringing the voice of the customer to the forefront of your business. For those that don’t have enough time to analyze calls, there are even Tags: customer feedback, Telrex, workforce optimization