Driving Change In Your Call Center One Survey At a Time


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Do you want to throw more fun work events into the lives of your customer service team but are not sure where to begin? 

Do you supply snacks and beverages to your customer service team but never know what people actually like to munch on?

Do you want to develop an incentive program for your customer service reps but are not sure what type of rewards will motivate them?

Have no fear–the answers await you!

And no, not inside a crystal ball.

Who knows your customer service reps best? Your customer service reps themselves.

Want to drive change in your call center? Ask and you shall receive. For large important requests or small social requests.

Yup, ASK.

If you want to know what sort of events will get your team together after work, ask them what they’d like to do and come up with fun plans based on their feedback.

If you are a generous company who supplies snacks to those in the office, ask what sort of things they like to eat and purchase those for your team.

If you are searching for what type of incentives motivate your team, asking them about it may surprise you–often times, it may not always be about money.

While yes, some folks may respond with outrageous requests, it’s up to you, as the leader, to find the common ground between everyone on your team.

What are some super easy ways to gather answers from your team?

Face to Face 

While this may seem quite “old school”, having an open discussion face to face, whether in a group or one on one, and asking the questions can lead to openness and honestly in the team. Everyone likes to be heard, after all.


Okay, it seems really straight forward but if send an email stating your questions and asking for feedback. While many people get many an email, it could get lost in the shuffle or in Spam, but give it a shot. It never hurts to try.

Survey Tools

Make tools available to your team to easily answer questions. Using free platforms such as Question Pro, Survey Monkey , or even Google Forms and tracking the results can lead to many open and honest answers, especially if the surveys are anonymous.

This post isn’t anything life changing or ground breaking. But, if you want to see BIG change in your call center and have it stick, it’s a great reminder for all of us how important it is to ASK your customer service representatives what they want and create a fusion of this to fit your culture. Assuming what they want doesn’t get you anywhere. Your team is heard, you have your answers and change is waiting in the wings for you to begin!

Republished with author's permission from original post.

Jenny Dempsey
Jenny is Consumer Experience Manager for Apeel Sciences and FruitStand with more than 15 years of customer service experience. She is co-founder and a regular contributor on CustomerServiceLife.com.


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