This call may be monitored

Despite all of the money spent on customer satisfaction and CRM systems, many companies are no closer than they were 20 years ago in understanding the specific drivers of customer dissatisfaction.

Poorly conceived self-help automated customer care strategies, without a proper understanding of the root causes of customer calls, have further exacerbated the problem and consumers have started protesting- sometimes in unique ways:

The gethuman project is a consumer movement to improve the quality of phone support in the US. The most popular part of the gethuman website is the gethuman database of secret phone numbers and codes to get to a human when calling a company for customer service.

Very few call centers have properly designed tools in place to identify the root cause of customer calls, at a level which is actionable. Without understanding the root cause of customer calls and quantifying their impact, any self-help strategy project is starting off on the wrong foot. At Diamond, we have been very successful in designing and implementing a statistically valid call monitoring module to many of our projects. It ihelps to dentify and quantify the various major buckets of root causes of customer calls and forms the starting point of further analysis to seek actionable solutions (see example)

We have been using this data collection technique in problems which need us to get to the bottom of a certain customer reaction (churn, downgrade, buy). Sometimes, listening to a customer call can provide the insight which a lot of smart graphs can miss.