We have a number of clients who take a significant number of calls from internal customers. It might be a co-worker from another division, another customer support department, or an outside sales person. Do we analyze these calls? Yes, in most cases we do include some of these calls in the sample. Here are a couple of reasons:
- The best of the best CSRs understand that there is no difference between their external customers and internal customers.
- The better you serve internal customers the better service you get from internal customers ("what goes around comes around").
- It’s difficult to give sloppy "I don’t care" service to an internal customer and then flip the switch and deliver great service when a "real" customer calls. The best CSR I’ve ever analyzed in twelve years is a great example. She rarely scores less than 100 and she treats her co-workers as if they were her most valued customer. Rather than thinking it’s stupid or wierd, her co-workers have an amazing respect for her.
- Internal customers are an integral part of the service delivery system that ultimately effects the external customer. I have, more than once, heard a CSR answer their phone after seeing a co-workers extension on the caller-ID. "What the h*ll do you want?" I recall one CSR joking when they picked up the phone, only to hear the co-worker say "Hi, I have customer Bob on the line with me and…"
- Internal calls can surface process and procedures that may be getting in the way of resolving customer issues.
An "internal" call is still an important part of your business. There is value to providing quality service no matter who is on the other end of the line.