Being within a contact centre environment means that there is a constant stream of customers to speak to. Engaging with select customers about past or current complaints helps define the circumstances that make customer complaints unique rather than a statistic.

  1. 1)Identify customer accounts that are at high risk of termination. Upon customer led contact, inquire about their experience.

  1. 2)Identify calls caused by the business failing in one or more respects, and review. 

  1. BulletIncorporate a level of empathy suitable to encourage customers to talk about their experiences

  2. BulletDesigning a data capture tool flexible enough to handle a wide range of call topics without muddying the resulting statistics

“Thank you for taking the time to consider my complaint and how it could be prevented in future, rather than simply writing to me with an empty apology - I hope the project is a success.”


Credit card customer

HBoS Card Servicing

© Garry Burns 2012 ・ garry@pushyourdesign.com