GOOD CALL CENTRE SERVICE HELPS REDUCE DEFECTIONS :For some industries, reducing customer defections by just 5% can double profits according to the Harvard Business Review...ExM ViewsCast is a global, automated feedback system that provides you with a cost effective approach for accurately and instantly gathering call center customer feedback. ExM ViewsCast can even be used to survey call centre employees to assess their levels of satisfaction. Linking the Customer and Employee experience together will provide you with the information you need to maximize your center's performance.
ExM ViewsCast combined with the thought leadership and advanced analytics provided by our team of ExM experts will provide you with powerful insights into your customer and employee experiences to help your organization develop best practices, target training opportunities, and identify call center operational improvement initiatives.
To collect customer feedback, at the initial point of contact with the call center, customers are invited to participate in a short survey. At the conclusion of their call, customers are transferred to the ExM ViewsCast system where they answer a short survey (usually 2-3 minutes) about their call centre experience. They can also leave a verbatim Voice of the Customer comment. ExM ViewsCast is also used to capture customer feedback from other channels such as online and chat customer contact. Employee feedback is gathered by having employees either call into a toll-free number to complete a short survey or log on to a secure website to fill in a web survey about their satisfaction. The results are available real-time online as well. Verbatim comments can be transcribed to maintain confidentiality.
With ExM ViewsCast, you can access the results in real-time using ViewsSummary, the ExM ViewsCast web reporting tool providing you with invaluable feedback helping you to drive your business forward (custom web deliverables also available). The information captured can be analyzed at various levels (agent, team, call centre).
ExM ViewsCast also provides a solution to allow you to compare your call centre's performance against a global benchmark of call centres in your region, industry and globally. As an ExM ViewsCast call centre client, you will have the opportunity to participate in our ExM ViewsCast Global ScoreCard - Synovate's very own global call centre benchmark initiative. See how your centre compares to others in your industry, across industries and by region. It provides you with the information needed to pinpoint the most crucial drivers of service excellence and understand the link between delighting customers and call center operational metrics