Bringing You the Voice of the Customer

You spend tremendous amounts of time and money to find, win and retain your customers. Our PulseCheX survey solution allows you to listen closely to their perceptions, challenges and needs. PulseCheX can help convert the volumes of data gathered from your customer interactions into valuable insights to drive your business. 

By bringing you the voice of your customers, our PulseCheX survey solution can provide the information and insights you need to achieve desired results.

• Deliver post-call IVR surveys for immediate feedback.
• Flexible question format
   – Yes/no
   – Forced choice
   – Open or closed
   – Scaled (based on Likert scale)
• Automatically records the agent and the customer’s experience for direct voice of the customer insight

Customized to provide the information you need. 

PulseCheX can be configured to provide real-time direct feedback for three key insights:

• Customer interaction score – How satisfied was the contact with the interaction?
• First contact resolution – Understand what drives multiple calls - how many contacts were required to resolve the customer’s issue?
• Net Promoter Score – What is the willingness to recommend the product/brand?

Customization also allows identification of the true drivers of customer satisfaction for your business.  Open ended question functionality allows customers to elaborate on their experience.  Their verbatim comments can be captured through live voice wave files and/or text from a web survey.  These comments can then be linked back to the recorded call and to the agent interaction, providing more comprehensive understanding of the customer experience.

Reporting that details learnings

• Enables you to “save” dissatisfied customers.Their real-time feedback allows you the opportunity to escalate their concerns to a supervisor for immediate handling. 
• Survey results are linked back to the recorded call and to the internal call assessment, providing a 360 degree snapshot of the customer experience and calibrating customer perceptions with internal perceptions.
• Through correlation analysis identifies the relationship between variables such as first call resolution, customer interaction score, net promoter score, and agent talk/hold time
• Monthly summary reports facilitate identification of trends.  Daily 1st call resolution reports identify issues for immediate action.

The contact center and its voice of the customer data should be a strategic part of your enterprise.

Learn more how PulseCheX Survey Solutions can provide valuble. Contact us at solutions@telerx.com, or call 1.800.2TELERX.