We all know how important it is to accurately measure & monitor customer feedback, which is why Performance Telecom's ground-breaking new solution has been worth waiting for. Total visibility & complete control is afforded to the end-user, thanks to our intuitive 'real time' monitoring engine. In short; customer satisfaction scores are delivered to a fully customisable wall board, updated every 3 seconds. Positive & negative trends, best performing agents, and individual questions scores are instantly available for analysis, 24/7, 365 days a year.
Managed through a dedicated web-based application, we're able to ensure complete end-user control. System administrators receive live access to an innovative GUI (graphical user interface), with comprehensive reporting for individual products & numerous campaigns, available across multiple sites, both domestically & internationally.
We've also included an 'Intelligent Routing' option, which has the capacity to reroutes live calls based on pre determined thresholds, helping to ensure a potentially problematic customer experience is managed by the right department/agent immediately, helping to visibly increase customer retention & first call resolution.
Our auto (IVR) customer sat survey has been built from the ground up to deliver the best possible end-user experience, but if your customers aren't leaving any feedback, then you have nothing to measure!
Below are a few tips to help you maximise any potential customer satisfaction campaigns:
Hassle free feedback:
The easier it is, the more likely they are to do it.
Integrate eliciting feedback at every opportunity:
It's not rocket science; the more opportunities customers have to leave feedback, the more you'll get - so utilise every available channel.
Be honest & open with your customers:
One of the biggest inhibitors of leaving feedback is the idea that the customer’s opinion will have no effect on how you run your businesses; show them that it does.
Consider your customers culture:
Use the right words, methods, and responses to ensure that you're communicating efficiently with your audience.
Automated customer satisfaction surveys from Performance Telecom are available at just a fraction of the cost of similar hardware based solutions and require no capital outlay. For more information or a free trial contact us on 0845 456 1500 or visit us at www.performancetelecom.co.uk
