Are you listening to the voice of your customer?
Voice of the Customer (VOC) is a process used to capture the customer’s opinion/feedback on the service or product performance. The VOC is a term used to describe the customer’s stated and unstated needs.
This helps you understand the customer’s needs, discover his quality priorities, gauge process performance, compare performance with the competition, identify the deficiencies in the process and redesign or improve the process to achieve customer satisfaction.
The Voice of the Customer can be captured in a variety of ways - through surveys, focus groups, direct discussion or interviews, field reports, complaint logs, customer specifications, etc. CATI or Computer Aided Telephone Interviewing helps you detect customer churn and keeps your finger on the pulse of your customer with 100% data capture and voice recording.
The reason for analyzing this data is to be proactive and innovative in providing the customer with a best-in-class product or service. In fact, service is often a major differentiator in a product, particularly a technical product. Outsourcing technical support to a call center provides your customer with a service that sets your product apart from the rest.
Creating loyal customers is essential for a company’s sustainable competitive advantage. Every company should be able to create and retain customers. This comes from satisfying customer changing needs over time.
Levels of quality
When we talk about quality in services, there are primarily three levels of quality:
Level I - Must-be-quality – The customer expects this level of quality and takes it for granted.
Its absence causes dissatisfaction.
Level II - Satisfiers – The better you do, the happier the customer is
Level III – Delighters – These meet the latent/ unexpressed needs of the customer and come as a surprize to him. There’s no penalty for not doing them, but if you do them you get bonus points.
When a company focuses on Satisfiers and Delighters, they help to create and retain customers.
However, customer expectations are always rising. Over time, a Satisfier may get taken for granted and be perceived as Must-be-quality. Or a Delighter may become a Satisfier. The company too must constantly raise its sights to offer the customer newer satisfiers and delighters through innovation and listening to the customer.
Quality can increase profitability, both at a product level and at a process level. Outsourcing your call center can help your company more effectively
- Generate leads
- Process orders
- Implement deliveries and post-purchase concerns
- Cross-sell other products
- Provide helpdesk and technical support
- Conduct surveys and interviews ... and a whole lot more.
At each stage, your call center can increase customer satisfaction and loyalty. By listening to the voice of your customer,managing customer relatinships, detecting customer churn, taking proactive action and meeting stated and unstated needs.
This helps you understand the customer’s needs, discover his quality priorities, gauge process performance, compare performance with the competition, identify the deficiencies in the process and redesign or improve the process to achieve customer satisfaction.
The Voice of the Customer can be captured in a variety of ways - through surveys, focus groups, direct discussion or interviews, field reports, complaint logs, customer specifications, etc. CATI or Computer Aided Telephone Interviewing helps you detect customer churn and keeps your finger on the pulse of your customer with 100% data capture and voice recording.
The reason for analyzing this data is to be proactive and innovative in providing the customer with a best-in-class product or service. In fact, service is often a major differentiator in a product, particularly a technical product. Outsourcing technical support to a call center provides your customer with a service that sets your product apart from the rest.
Creating loyal customers is essential for a company’s sustainable competitive advantage. Every company should be able to create and retain customers. This comes from satisfying customer changing needs over time.
Levels of quality
When we talk about quality in services, there are primarily three levels of quality:
Level I - Must-be-quality – The customer expects this level of quality and takes it for granted.
Its absence causes dissatisfaction.
Level II - Satisfiers – The better you do, the happier the customer is
Level III – Delighters – These meet the latent/ unexpressed needs of the customer and come as a surprize to him. There’s no penalty for not doing them, but if you do them you get bonus points.
When a company focuses on Satisfiers and Delighters, they help to create and retain customers.
However, customer expectations are always rising. Over time, a Satisfier may get taken for granted and be perceived as Must-be-quality. Or a Delighter may become a Satisfier. The company too must constantly raise its sights to offer the customer newer satisfiers and delighters through innovation and listening to the customer.
Quality can increase profitability, both at a product level and at a process level. Outsourcing your call center can help your company more effectively
- Generate leads
- Process orders
- Implement deliveries and post-purchase concerns
- Cross-sell other products
- Provide helpdesk and technical support
- Conduct surveys and interviews ... and a whole lot more.
At each stage, your call center can increase customer satisfaction and loyalty. By listening to the voice of your customer,managing customer relatinships, detecting customer churn, taking proactive action and meeting stated and unstated needs.
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