Achieving customer satisfaction is essential to continue to improve call handling performance, and the quality of customer contact, according to Simon Mills, the event director for Call Center Expo in Europe.

The focus of the show was around re-energizing the contact center, and training the operatives.

The rallying call was around customer service as a key differentiator and it is high time that firms start listening to their clients - customer service is where business can be won and lost.

Service and getting it right with customers is one of the tasks that we see as vitally important, said Lawrence Perry, International Business Consultant for Catch Friday, a contact center in Makati, Philippines. Perry liaises with virtual assistants everyday, and Angel Litel, the team leader at Dolma Web Services, thinks that getting it right is so important in providing information to customer's queries regarding the services / products Catch Friday offers to it's customers in the USA, UK and globally.

Angel handles trouble shooting on problems or difficulties customer's experience with their services and transfers them to the department that handles the concern. Assist's with inquiries about the charges on their monthly invoices and explain any discrepancies with the bills and apply credits if necessary. Up sell's other products that may be beneficial to customer's needs after resolving their concerns. Makes sure that daily goals for the different metrics are met like the average call handling time, call satisfaction and the number of calls handles in a day.

Recently a client was not satisfied with a virtual personal assistant, and this was a learning curve for CatchFriday, who now offer a 7 day trial period with plans for client's to evaluate their service. If the client is not happy with the service, the client can cancel the membership on or before the 7th day and no charges will be made. If the client does continue, then charges apply from day ONE. However, the client is responsible for any purchases and/or shipping charges they authorize.

Catch Friday offered the client a choice of three experienced call center operatives, to replace the one agent, and every effort is being made to resolve the situation.

Feedback is essential to the process, and like Godaddy.com who provide an evaluation form to every customer who call's in, Catch Friday intent to do the same.

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