Bringing You the Voice of the Customer
Do you know what drives customer satisfaction for your brand? Do you understand what drives multiple contacts to your service center? Do you understand the relationship between call variables and the impact on willingness to recommend your brand? Would you like to improve agent performance? Are you concerned about maintaining high levels of customer satisfaction to avoid a negative viral event?
By bringing you the voice of your customers, our PulseCheX solution can provide the information and insights you need to achieve desired results.
How and when will you collect information?
Deliver post-call IVR for immediate feedback.
Start by developing the right questions by using a flexible format that can include:
- Yes/no questions
- Forced choice questions
- Open or closed questions
- Scaled questions (based on a Likert scale)
Then automatically record the agent and the customer’s experience for direct voice of the customer insights.
What do you want to learn?
Customize your surveys to provide the information you need. For example, a survey can be configured to provide real-time direct feedback for three key insights:
- Customer interaction score – How satisfied was the customer 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 your product or brand?
Customization allows the identification of true drivers of customer satisfaction for your business. The open-ended question functionality allows customers to elaborate on their experience. These verbatim comments can then be captured through live voice wave files or text for comments from a web survey. The voice comments can then be linked back to the recorded call and the agent interaction, providing a more comprehensive understanding of the customer experience.
PulseCheX delivers an in-depth reference, analysis and reporting of the conversation by integrating to the CRM application and establishing a direct connection between survey responses and the customer record including demographic information and the recorded outcome of the conversation.
Additionally, PulseCheX provides you the opportunity for perpetual focus groups that provide immediate feedback on your products, promotions, and services.
Report the Learnings
Our solution enables you to “save” dissatisfied customers. Their real-time feedback allows you the opportunity to escalate their concerns to a supervisor for immediate handling. Since survey results are linked back to the recorded call and to the internal call assessment you receive a 360 degree snapshot of the customer experience and the ability to calibrate customer perceptions with internal perceptions.
Through the use of correlation analysis you can identify the relationship between variables such as first call resolution, customer interaction score, net promoter score, and agent talk/hold time.
Review reports that facilitate identification of trends and issues in need of immediate action to enhance first call resolution.
Bring the voice of your customer together with related data into a strategic role of your enterprise with our PulseCheX solution. You spend a tremendous amount of time and money to find, win and retain your customers. PulseCheX allows you to listen closely to their perceptions, challenges and needs and helps you convert the volumes of data gathered from your customer interactions into valuable insights to drive your business.
Contact us at 1.800.2Telerx or email us at solutions@Telerx.com to learn more.
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