Voice of Customer (VOC) Application in Contact Center, Call Center

Voice of Customer (VOC) Application in Contact Center, Call Center

Voice of Customer (VOC) Application could be designed uniquely by each organization. When entrepreneurs would like to listen to their customers, they will clarify and set up the official VOC channels for all segments of customer. There are some popular VOC channels as follows.

  • Employee,
  • CRM Activities,
  • Call Center,
  • Website, Email,
  • Social Network,
  • Online Channel,
  • Opinion Box,
  • Letter to top Management,
  • Public Media, etc.

Content Design in VOC Application should

  • Consist of “Workflow” and “Process” in the real work, which is defined and agreed upon by all departments within the organization together.
  • The design should take into account the reports and information (Data) originating from various channels in the current situation.
  • The system should have permissions to access in hierarchy. For example, key-in staff in each department is assigned to track VOC and customer complaints. The system should proceed the executive report for planning and developing further.
  • A result of the problem solving or performance should be inform to the customers directly and urgently. This may be designed to be notified by the system or not, depending on the needs of intelligent systems. During operation, the organization should operate a customer call or SMS or Email or send a letter in writing that need to communicate clearly to enhance customer satisfaction.
  • In normal cases, the system should have been aware of the SMS informing customers within 1-3 hours.
  • In complicated cases, they have been resolved but may take too long time and progress for customers’ patient. SLA should schedule the response time must be every 3-5 days.
  • In severe cases in Social Media, Website and Public Media, the system should have a message to do excuse or post an answer in order to overrule the grievances of customers within 1 day.

 

Example of VOC Application

 

Features Voice of the Customer                       Type of VOC

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Channels for VOC

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Process follow SLA

  • Normal cases, within 1-3 hours
  • Complicated cases, response time must be every 3-5 days.
  • In severe cases in Social Media, do excuse within 1 day.

Monitoring Status

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Customer Segments

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Type of Report

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