How Can We Boost Call Center CSAT Scores with Better Soft Skills Training?

Hello all;

I am a Quality Assurance Manager for a call center that is receiving low scores for Customer Satisfaction (CSAT). I would like some help in developing soft skill training for representatives to improve CSAT scores. Any help would be greatly appreciated.

CesarR

Dear Caesar,

If your Customer Satisfaction Index is low, find out why it is low. What are the top five reasons for it? Then, identify the relevant skills that will enhance the CSI. This is a better way to improve customer satisfaction.

Ok...

Dinesh V Divekar