inContact Feedback
Boost Call Center Customer Service with Feedback.
inContact Feedback brings the voice of the customer into your call center in near real-time.
Are you listening to your customers? Most companies try, but many find it difficult to translate customer opinion into meaningful data that promotes better service delivery. The inContact call center software solution includes any easy method to improve call center customer service, inContact Feedback. The primary purpose of inContact Feedback™ is to bring the voice of the customer into your organization and to quickly identify gaps in service and processes.
Part of the inContact Feedback solution, inContact ECHO® (Every Customer Has Opinions) delivers a customer service survey immediately following a contact allowing the customer to leave comments regarding their experience. These results are made available to the agent and managers in near real-time.The most effective way to boost call center agent performance is with immediate customer satisfaction research.
One of the unique features of inContact Feedback is that the reporting is offered in near real-time. This allows your front-line team to look up results immediately in order to self-correct and continuously improve, rather than relying on "interpretations" of how they think customers feel.
Through the use of inContact Feedback's real-time call center customer service surveys, not only can agents see how the individual service was received, but agents can hear actual customer comments.
With inContact Feedback, you no longer have to wonder what your customers think. By utilizing inContact Feedback's reporting system, you can see the breakdown of essential customer feedback in order to apply any meaningful, actionable data. inContact Feedback offers over 100 reports, including:
- At-a-glance: quick reports that are easy to review
- Supervisor: see everything from representative ranking to detailed coaching tips
- Agent: receive feedback directly from customers served
- Analytical: analyze trends, measure improvements and gain critical perspective on service operations
The analytical reports are designed for executives to make decisions based on real data. You can drill down to specific levels to analyze trends, measure improvements and gain critical perspective on call center customer service operations.
Call Center Software Benefits:
- Gain critical insight into what your customers are thinking, creating more engaged agents and more loyal customers
- Implement service recovery and reach out to dissatisfied customers to quickly help make things right
- Customize survey questions to fit your specific needs
inContact Feedback provides many survey options:
- Email: Have us send the survey or you can handle that part internally; feedback is automatically transferred to the reporting server.
- IVR: Initiate an outbound call to collect customer feedback.
- Live Agent: Conduct live outbound surveys to ask more direct questions of the customer.
- Chat: Capture feedback from your customer while they are visiting your website.
- Resources
-
Web-Based Application
-
CSR Report Card Overview
-
CSR Detailed Report Card
-
Impact vs. Performance Report
-
Supervisor Dashboard
-
New York Life Customer Spotlight
-
ConAgra Foods Customer Spotlight
-
Hall Automotive Customer Spotlight
Use our convenient email form to communicate directly with inContact.
