Background The Problem Listening Acountability
Overview Step 1: Collect VOC Step 2: Aggregate Insight Step 3: Accountability Step 4: Resolve issue Step 5: Feedback

Step 5: Provide feedback

Feedback to customer
 

Having solved an Issue, the originators of Voices – the Customer Facing Representatives – are informed about the solution via individual Thank You-messages and a built-in and easy to use portal function.

This is a very important step for closing the loop of the process. On the one side, the Customer Facing Representatives get informed about the Solution of an Issue and any new processes, new call handlings or similar implemented as a result.

But even more important is the fact that the Voice originators receive well-earned feedback on their contribution to the Issue resolution process which will motivate them to collect more Voices in the future and the process keeps flowing...

And the winners are…

… the customers

… the employees and

… the business