This is the only KPI you need in Customer Service

June 11, 2026 in Customer Service
This is the only KPI you need in Customer Service

This is the only KPI you need in Customer Service

Some businesses offer such a great customer service that it becomes their unique selling point. Virgin Group, Octopus Energy, Shopify are popular examples. Some of them even use their call center conversations on the radio ads with the genuine satisfied customers.

They often use this simple performance indicator for each team or the call center rep;

(Number of customers handled) X (the number of satisfied customers).


So, the question is "How can you report customer satisfaction on each call automatically?". You can do it in two ways;

  • by analyzing transcripts of the recorded customer calls using AI
  • conversational post-call surveys with AI Voice Assistant to maximize the number of post-call feedbacks.

With Comsice Call Recording, you can achieve both of these without sharing your valuable customer data with shared cloud services. You can run it on your network or in the private cloud. Comstice can host the solution for you as well.

Next Generation Call Recording for Customer Service

Comstice Call Recording offers analysis of the transcripts of your recorded customer service calls. It can integrate with any on-premises (Avaya, Cisco) or cloud call center service, record and analyze the calls as positive, neutral or negative.

Comstice Call Recording also includes Real-Time Sentiment Analysis for analyzing calls real-time and flagging negative calls to the supervisors.

Finally, you can create your own knowledge base and offer AI Agent Assist feature to your agents for the action plan of the active call, real-time.

Challenges with Post-Call Surveys

A better option would be the post-call surveys for customer satisfaction but, there is a problem; the response rates to post-call surveys are very low.

Today, many businesses offer post-call surveys with recorded questions and answers as ratings via touchtone on the phone. Customers often dismiss those surveys fearing that if they score low, they will get a call back and will have to spend extra time on the call to explain their problem again. This was supposed to be captured by the call center agent but because they are incentivized to follow the script and to keep the call short, often customers can not explain the root cause to the agent and what the company could have done to avoid this issue permanently.

Conversational Post-Call Feedback

AI Voice Assistant turns post-call survey from "interrogation" into "conversation".

It helps to eliminate canned questions and use conversational feel on the call. Customers can explain their challenges, what they tried to do before they decided to call back, what could have been a better option to avoid similar issues such as posting an article to clarify points, updating website interface, having a permanent messaging (SMS, WhatsApp) available to chat istead of calling.

Conclusion

By following the footsteps of the companies who built a reputation about their great customer service, you can turn your customer service organization into a value creation center. Request callback and we can discuss how we can help at Comstice.

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