vB Easy Archive - the wave study

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the wave study
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Posted by: holaDude

And, I am not talking about oceanography.

For those who are csr's, what do you think about them, and what do you think about the new program that is about to launch? The new program is where customers can decide before talking to a rep to take a survey after the rep hangs up and give feed back on how the call was handled. If they elect to take the survey, the call will be recorded and you will review it with your sup if it is a negative call.

Me personally, i don't care one way or the other as I have never lost it with a cust no matter how much they have yelled screamed or cussed me out, of course the mute is nice to have

, and I do what I can to follow most procedures. I think that for most reps, that it will help them out and prove that they may not have been rude to the customer.

The only thing that I see wrong with it, is that if the cust decideds after you start the call, that the call will have to be transferred to a mgr or sup to complete it if they want to do it.

Posted by: ivwshane

I can see allot of calls having to be reviewed because the customer gave the csr a bad review because they didn't get their way.

Posted by: Rcadden

yeah this is bad. If I had a good experience, I'm more likely to want to hang up. If I had a bad experience, i'll jump at the chance to tell someone, specially a sup.

Posted by: DonaldMick

Quote:

Originally Posted by ivwshane

I can see allot of calls having to be reviewed because the customer gave the csr a bad review because they didn't get their way.

Quoted for agreement.

Is this only at company-owned CS, though? I haven't heard of it being rolled out for my center (outsourced).

Posted by: holaDude

This was just told to me today by my manager, so no idea if only cor or company wide.

Posted by: napville2000

You have to complete a learning edge course before your results are calculated. Like holaDude stated, it is a benefit to csr because the call is recorded and the manager can see what really is happening. Hey, more off time the phone, the better for me for my manager to review my results.

Posted by: Canadian Maniac

I actually had a customer complain to me about the WAVE Survey after she got off the line with Care. Apparently, her call to us went great, but the WAVE lady had an attitude that really set her off. Wasn't much I could other than apologize for it, the customer was really friendly with me, so the WAVE lady must have been brutal.

I'm talking about the WAVE survey where the third party company does the callback.