All sales/call centers have good and bad agents, it’s the nature of the business. It’s how you are measuring what is good for your company, and what isn’t, that will enable you to minimize inefficiencies and maximize revenue. Focusing on and expanding upon what is working, and fixing or replacing what isn’t working as efficiently as it needs to be, are the keys every successful business focuses on.

Customer health scoring is an essential tool for small businesses to understand the health of their customer relationships. It helps companies identify which customers are most likely to remain loyal and which ones are at risk of churning, or leaving for a competitor. By regularly monitoring and improving their customer health score, small businesses can allocate their resources more effectively, prioritize customer engagement and retention efforts, and ultimately improve their bottom line.

Businesses often focus their attention on bringing in new clients, which makes sense. New customers mean more money which generally makes people happy. What is often overlooked, and is a big mistake, is making sure that they keep a strong relationship with their current customers.