RE: Analysis of Quality Assurance information in a Call Centre environment is concerned.

["B.Murtjahjanto-MCTS" <bmjanto@sby.centrin.net.id>]

Hi Cox,

Glad to share a brief trick to customer satisfaction survey results,
previously we face the similar situation as you are and we try to find out
the most critical quality aspects to our specific customer or area. Customer
process mapping are very helpful to identify the most critical one. In our
case we did interview by selecting the maximise strata and clustering of our
customer (mean, we take a random sampling) I don't see any different among
survey methods, the point is we need to make sure that the cost,
competitiveness, and competencies are there.

The market characteristic is another one, not any specific market will
absorb all customer test methods, in this case we need to be proactive with
our marketing plan. The brief approach in this methods are combining several
aspects, with accurate customer definition and sharpness of survey analysis
will ensure your key customer satisfaction level understandable

Thank you
B.Murtjahjanto