Keeping Customer Satisfaction High

Creating a better environment for both employee and customer

ThreatTrack Security is a network security company dedicated to keeping malware out of

your computers.

My name is Cody Parker, and I am a current employee at ThreatTrack Security looking into what we can do to optimize work flow.

Lowering Call Times Increases Satisfaction

With a lower call holding time, customers will be able to get their problems resolved in less time, alleviating stress and dissatisfaction.

Benefits All Around

There’s not a single group that this will not benefit. The benefits include :

- Customers have less holding time

- Technicians deal with less angry customers

- Management’s job easier due to better streamlining of work

Who does this effect?

Key stakeholders include employees, management, and customers. Those involved will be all but the customers, allowing all changes to be internal. The impact, however, will hit everyone, resulting in a much easier, more manageable work environment. Less stress on employees means they’re more pleasant. Less

waiting means the customer isn’t as angry. It’s a Win-Win all around.

References

Montgomery, Tim. "How to Make Others Want to Move Forward." Experts on Customer Service in Contact Centers. N.p., n.d. Web. 10 Apr. 2014.

Kumar, Narendra. "India Travel Blog." India Travel Blog. N.p., 9 Sept. 2013. Web. 10 Apr. 2014.

"About Us." Gamechangers. N.p., n.d. Web. 10 Apr. 2014.