Over the past decade more and more companies have adopted an attitude of “it’s cheaper for us to do it ourselves.” We have experienced an era of increased regulation, executive hesitation, and economic stagnation. Companies have hunkered down, tightened the purse strings, and found ways to play it safe. Customer Satisfaction (CSAT) research and Quality Assessment (QA) have been popular areas for businesses to do this given technology that makes it relatively easy to “do it yourself.”
Just because your team can do these things yourself, doesn’t mean that it’s a wise investment of your time and resources, nor does it guarantee that you’ll do it well. Based on a track record of mediocre (at best) renovations, my wife regularly reminds me that while I technically can do home improvement projects cheaper myself, she’d prefer that we pay an expert to do it well (and free me to invest my time doing more of what I do well so we can pay for it).
So why pay an outside group like ours to survey of your customers, or monitor your team’s calls to provide a Quality Assessment report on how they’re serving your customers?
I’ll give you five reasons.
- It gets done. Analyzing phone calls, surveying customers, and crunching data require a certain amount of discipline and attention to detail. When things are changing, fires are raging, and the needs of your own business are demanding a team’s time and attention, then things like crunching data or listening to recorded phone calls become back burner issues. It’s common for people to tell me that they have their own internal QA team. When I ask how that’s going for them, I usually hear excuses for why it’s hard to get it done with all the urgent matters to which team members must attend. When you hire a third party provider, it gets done. It’s what we’re hired do.
- It gets done well. Our clients represent diverse areas of the market from manufacturing to retail to financial services. Our clients tend to be leaders in their industries because they are good at what they do. Developing expertise outside of their discipline isn’t a wise investment of resources and (see #1) and who has time for that? Our clients want to invest their time and resources doing what they know and do well. Measuring what is important to their customers, turning those things into behavioral attributes, analyzing communication channels, and coaching their agents how to improve customer interactions in ways that improve customer satisfaction are what we do well.
- You get an objective perspective. When providing audits of internal Quality Assessment teams or reviewing internally produced customer survey data, it’s common for us to find evidence of various kinds of bias. Employees at different levels of an organization have motivations for wanting data to look good for their employers, or bad with respect to coworkers with whom there are other workplace conflicts. I’ve observed supervisors who are overly harsh assessing the calls of employees with whom they have conflicts. Internal call analysts, wanting to be kind to their coworkers, will commonly choose to “give them credit [for a missed service skill] and just ‘coach them on it.'” Internal research data can be massaged to provide results that gloss over problems or support presuppositions that are politically correct with the executive team. Our mission, however, is to provide objective, customer-centric data that give our clients a realistic picture of both customer perceptions and the company’s service performance. It is our mission to be accurate and objective in gathering and reporting data.
- You get an outside perspective. It has been famously observed that “a prophet is not welcome in his hometown.” Internal data is often discredited and dismissed for any number of reasons from (see #2) “What do they know?” doubts about the expertise of coworkers to (see #3) “They hate me” accusations of bias which we’ve discovered are sometimes accurate and other times not. Front line managers regularly tell me that they appreciate having our group providing assessment and coaching because they can’t be accused of being biased, and as outside experts we have no internal ax to grind. In addition, our years of experience with other companies provide insight and fresh ideas for handling common internal dilemmas.
- You can fire us with a phone call. “Do you know why I keep you around?” a client asked me one day. I took the bait and asked him why. “It’s because I take comfort in knowing I can pick up the phone and fire you whenever I want.” He went to explain that he had no desire to hire an internal team to provide the survey data, quality assessment, and call coaching our team provided their company. Not only would he bear the expense and headaches associated with developing an expertise outside of their company’s discipline (see #2), but once employed he couldn’t easily get rid of them should they prove as ineffective as he expected they would be (See #1, #3, and #4). His point was well taken. Our group has labored for years with the understanding that our livelihoods hinge on our ability to continually provide measurable value to our clients.
Yes, you can technically generate your own CSAT survey or call Quality Assessment data. Technology makes it feasible for any virtually any company to do these things internally. The question is whether it is wise for your company to do so. When calculating the ROI of internal vs. external survey and QA initiatives, most companies fail to calculate the expenses associated with ramp up, development, training, nor do they consider the cost associated with employee time and energy expended doing these things poorly and providing questionable data and results.