Quadrants III and IV should be deprioriated, as improvements in those areas will not cause a major change in satisfaction or NPS. Obtaining loyal customers is directly related to resolving complaints and handling customer complaints. Basically, the customer says what he doesn’t like or what bothers him about the product or brand, and gives you […]
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Therefore, it should be available 24 hours a day, 7 days a week every day to assist your customers with the products or services it offers. Less quality control: BPO call center agents are not employees of your company, so they often have no visibility in your company’s culture, values and mission. As a result, […]