Use Customer Feedback to Win New Contracts


Use Customer Feedback to Win New Contracts
By: Marc E. Carlson, RRP
CustomerCount© Business Relationship Manager

I am surprised by how many companies I speak with inside the call center world that do not have a “customer feedback program”: because that is supposed to be the responsibility of their client. I am also baffled by they would not leverage that data in order to win new contracts. This is especially true when the “customer feedback program”: is managed by a third party vendor. Maybe these firms are satisfied with their current level of business and have become complacent in their business development initiatives due to the fact there is not a lot of pressure from the C-suite.

Sales representatives always tout the exceptional quality of their call center operations. They talk about providing great customer service for their client’s customers on a regular basis and handle calls efficiently. I say prove it! If you were looking for a call center to handle certain business functions for your organization, would you not want to know what kind of customer responses they have received regarding their service? What about insight into their communication skills, courtesy and attitude, knowledge, initiative or proactiveness down to listening skills? All valid questions to be asked during the due diligence phase…don’t you think?

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