CALL CENTER 101: Customer Satisfaction Survey (CSAT Survey Tips)
ฝัง
- เผยแพร่เมื่อ 15 ก.ค. 2024
- UNDERSTANDING CALL CENTER METRICS EPISODE 1
For this first video on Understanding Metrics, I shared my experience with CSAT surveys, how to hit your target CSAT score, and some reasons that customers give failing CSAT score.
Hopefully, this gives you an idea of how this metric works in call center or customer service.
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⭐️ What questions do you have about CSAT? 😃
I feel it's quite subjective so every customer is different so we should have a different approach....
@@strictlysmart7132 You are so right about that! 💯
@@ReaNinja I have been working as a csr for a long time but have never seen any1 so enthusiastic like u...
@@strictlysmart7132 Aww thank you. There are bad days too, but positive mindset trumps those. 😂
What is the formula for csat or voc?
Hi,
I am a very straight to the point person, I have been struggling with csat since I started working on CC 10 years ago! I just dont know how to empathize or how to say NO, I just cant get the words, I only use like the generic ones like "I know this may be frustating" or "I know how you may be feeling" but that never helps :( I am feeling so tired lately about this..
I am about to leave my job because of this bloody NPS ,regularly close in minus
Your phrases seem fine, actually. Empathy statements are tiring, but some customers need more of them than others. I do exactly what you do, tell them things are frustrating, and when they hit me back with more woes, I rephrase my empathy statement. It's tedious and robotic, but all that matters is the company seeing/hearing you try.
Dunno if it'll help your score though. CSATs are really dumb. LOL
Same
Survey my sprvsor told me tht survey is where the company earns
I'm very glad to watching your video to giving me a lot of information about the call center agent 💞❣️ 😁
Hey!! Thank you so much for this. You're so enthusiastic.
I have a question. Our company doesn't allow us to ask the customers to fill post-chat survey via email.
Could you give us a verbiage that would compell the CX to AT-LEAST fill the survey?
In other words, how can we ask the CX to fill the survey while not really asking the CX to fill the survey?
formerly i'm the type of guy that used "By hook or by crook" method just to get a survey until I was Q'A'd hehe but then again I improved and don't need the method I used. hehe thank you for this video, hope I could use it more effectively during work.
Thanks for watching! Glad to know you've improved. Hope this video helps. 😊
More subs po hehe.
AHAHA. Those days. Hi, Ms. New sub here. You've gone too far already. I'm amazed. Keep it up, Ms. God bless you 🙏🏻😇
Hi Mart 🎉 hello thanks for the sub!! Hehe i remember the days pud na sigeg shagit tungod sa BLS haha
I absolutely love u Ninja......
Thanks for your support!! 💗
salamat po ❤️ this really helped me
Hi Rea. Thank you so much for the tips! This is a humble a request uhm can you make a video about how to avoid triggering words during a call? Thanks and more power!
Welcome leng. What trigger words do you usually say? 😃
@@ReaNinja uhm I usually say scratch words during a call. Hehehe
Hi! My question is not related to this video. Do you have any tips on how to make your voice loud/improve voice quality? Im one of those people who have a small/thin voice. When I was still in college my teacher always scold me because she can't hear me whenever I report in class. I also got the same comment during a mock interview. My voice is really thin and when I make my voice loud there's always a friction n my throat making my voice really hoarse. Do you have any advice? Im afraid that I wont get hired because of my voice.
Hi, the best way I can think of is for you to practice reading out loud or speaking out loud and vary your tone of voice to show the right emotions. To be honest, I haven't heard of anyone who wasn't hired because of soft or thin voice. If you can express yourself well in english and your accent is neutral, soft voice is acceptable since you'll be speaking over the phone anyway. You need to sound confident though. If your soft voice can be associated with lack of confidence, then that's when the interviewer thinks twice. Hope this helps!
Omg lets be friends. I have the exact same issue!!!
Namaste
Apart from CSAT we can also study NPS and CES , which are two other popular survey methods.
Thanks
Thanks for this tips 🙂
Welcome John 💗
Blooming ka ma'am. 😍😊
Uy salamat po! 😅💗
Hi Rea, I have request can you create a video with regards on how to get commendation from your customer, by not doing FISHING. Thank you so much. And I really appreciate your videos especially I'm newbie in call center industry. Thank you so much i hope I get your attention ❤️
I will add to my list of videos. ❤ Thank you!
Mam can you teach us about call center mathematics and how to calculate AHT, service level and cost of productivity in bpo center
I want to know one thing that is how to achieve my target in daily wise ...
What is the formula for voc or csat?
Nice video 😘 can you share some powerful quotes/lines for an opening spiel ? ..thank you so mucchhhh .
I'll try to make a video about that. 🙂
cn u help me get a good NPS score 😊
Thanks
#5 is true. It was because of the company and it wasn't because of me. Hahaha 😃
Yes, My cu survey me with a non positive survey because of the company.
Csat is such bs. Much depends on the customers mood.
Can you please let me know how to increase CSAT for an email campaign??
I haven't experienced email CSAT. But ill see what i can share. 🙂
Tell everything they have to know in just a messsage. I was an email rep and I always tell them all everything they need to know in one message.
hi ninja thank you for the tips. but i have an one question for you, how you answer this question ( if i will not hire you, what should you do?) i hope you will give me the tips how to answer this question thank you and god bless
Hi Marcelo, is that the actual question that was asked from you? 😃
yes ma'am and i dont have any idea how to answer this kind of question. will you help me this? thank you.
I'd most likely say "I'll politely ask for the reasons why I'm not hired, improve myself based on those reasons, and re-apply once I'm allowed again."
How i tell to the cx to answer the survey without telling them answer the survey ( Because its sounds like fishing)
Mam also please teach ous about Erlang formula in bpo center plzzzzzzzzz mam
What's customer satisfaction for you
I subscribed because for the only reason that she is beautiful 🥰🥰
Can you help me increase my cp60?
I just have the urge to ask this... but what will happen if you accidentally hang up the call to the customer???
Nothing, unless the call gets randomly evaluated by QA or the customer calls back to file a complaint in which case you will likely be issued a notice to explain or will be subject to coaching or disciplinary action (whichever is applicable). If it's accidental as you said, they will investigate and see.
then do callback immediately if you accidentally hang up the call and apologize.
I love all your shirts as I noticed on your previous vlogs. Where do you buy those stuffs? Are there also available for men? 😍
Thank you!! My wardrobe is basically made up of statement shirts. 😂 I buy from different stores mostly from a local store beside our house. Hehe. Penshoppe also has nice ones (also for men). I'm actually planning to sell soon too. 🙏
Yes please. I'll surely get one 😃
Requesting also a vlog for that store so tht we can see it 😊
@@bradleevergara6075 Yey!! 😂
@@bradleevergara6075 Haha, I'll do my best. It's basically inside a mall so I'm not sure if I'm allowed to film but I'll try. 😂
Got 3 dsat today tho 😭😭😂😂😂 #coaching
The worst job ever 🤬 I hate my job
Well there was a customer from india as all customers from india they just want to get replacement at free of cost no matter what.
I will tell u why well cx called me said that the device is not in warranty and there is spot on the display
And now the funny part is the guy said that he was covid positive so couldn't even give a call in the warranty so he said i need replacement
Ang dami kong commendation pero in ulan ako ng dsat hahaha di ko alam paano un nangyare. Pa coach po thank you
Our acct is bkended.. (voice, chat and outbound) I always able to help customers and there are very few cases that I cannot able to help when everything is veyond limit. I wonder why I do not get soany csats even though I sound friendly, helpful and gramarically correct. But my team mate the one who doesnt sound well because of her speech and who doesnt write english well sya pa lagi nakakakuha ng csat. According to my TL sya daw nagdadala lagi ng csat for the week. Pro everytime pinapakinggan ko sya she sounds horrible
Same! I think the customers felt sincerity sa kanaya kc they know the agent's struggling yet she be helping still. I have a workmate nakanta pa ng Happy Birthday for csat haha
Mam ask ko lang how much time did you invest in practicing/preparing for interview(lalo na nung 1st job na accepted ka sa callcenter)? Please I will appreciate any response to this... I am a newbie tho and 1st time interview within this week.
Hello Jonathan, the only practice I had was during our mock interview session in our business communication class in college and it was not specific to call centers. That time, there were no resources yet because call centers were still new. As for you, depende naman sa confidence level mo. Kahit 1 day or 2 days kaya mo basta confident ka. 👍
@@ReaNinja thank you po ma'am at least I have reference... I will update you ma'am what will be the results... Last week pa ako nanood ng videos nyo ma'am and I ts helpful to me as a newbie.
😃🤙👍
@@WatchPHGaming Welcome. 💗 All the best sa application mo. Hope you get the job soon. Thanks for watching my videos. 🙏
@Call Center Ninja
Ma'am sorry for late reply..
I passed my 1st application and this is my 2nd day on training. Thank you so much for your tutorial videos it helps me alot.
Im a CSA... amazon uk account! Soon 😄
@@ReaNinja Im am very lucky because I am the last agent hired or the qouta of the HR.
Thank you so much for this. Claim it that today we will get more promoter calls and say no to Dsat surveys. And bonus to get more sales. Fighting!
God bless you!
TL puro dsat po sensya napo puro coaching
Explain on quality kra
Got 2 dsat yesterday, parang ayaw ko na pumasok nakakapanghina😭
Thats normal. Just keep going 💖
no use of it
Your vedioa are not effective. You give very basic information. Which we know. Tell how to ask csat indirectly to the cx
Doesn't made any sense sorry
Ok lang :) I have some samples on how to answer - check mo lang yung interview videos ko..
Fishing kasi tituturo mu po....
Hindi pang customer service na may csat mismo.. Puro ahm pa salita.. Anyways. T.y..
May ma content lng... Fishing naman.
Ewan ko sa fishing na yarn ah 🤔
Nonsense teaching.
😊😊
Pls teach something useful for the newbies don't be a jollibee