Model, Measure and Manage the Customer Experience across your Call Center Customer Interactions
Your call center-based customer touchpoints, whether they be informational, transactional, or customer service oriented, are one of the most crucial customer interaction channels for your organization.
Real-time, live call center interactions give your brand a voice and are some of the best opportunities for you to establish a connection and most importantly, trust, with your customers.
Second To None’s Call Center Voice of Customer Survey solutions can help you continuously and accurately understand the customer call center experience: wait times, hold times, representative friendliness, professionalism and knowledge, as well as call resolution and offline follow-up across your call center touchpoints, including omni-channel initiatives.
A thoughtfully designed Call Center Voice of Customer Feedback program can support a variety of internal stakeholders in understanding and improving those elements of the customer experience and brand performance for which they are responsible:
- Call Center Operations
- Phone System Navigation
- Call Center Marketing
- Issue Resolution/Escalation
- Phone-based Sales
- OmniChannel Responsiveness
- Call Center Customer Support
- Call Center Offline Follow-up
Are you considering a call center mystery shopping initiative, or looking for ways to enhance an existing program in order to derive greater value? You deserve a proven methodology to program design, launch and ongoing management, and our systems deliver just that. Through a carefully phased approach to Discovery, Design, Testing, Implementation and Launch, your team is assured of a transparent, collaborative and practical approach to solution design and ongoing management.
Our robust analytics and reporting services deliver powerful operational and customer insights to the right people at the right time, enabling your organization to focus with pinpoint accuracy on the most important action planning and priorities, at every level of your organization, related to driving call center customer satisfaction, call center excellence and improved financial performance.