CSiTracker for Call Centers
Customer Satisfaction Tracking
CSITracker delivers the ability to measure your call centers success in achieving customer satisfaction from the customer's point of view, in Real-Time!
With CSiTracker you can engage customers immediately after an interaction with a CSR obtaining real-time objective measurements on customer satisfaction by individual CSR, Team, Site, Business Unit.
Extensive Real-Time Reporting
- Track Customer Satisfaction by CSR
- Measure CSI by Call Center/Business Unit
- Measure CSI against Company Objectives
- Benchmark a Call Center - against the rest of the organization
- Track Participation by Call Center
- Determine/Evaluate Customer Satisfaction during Peak Times
- Measure Response Frequency - completion percentage
- Custom Measurements, Metrics and Reporting – in Real-Time
How it Works:
- A CSR invites the customer to take part in a short survey, via the telephone (IVR), on completion of their call
- Customer completes the customer survey taking less than 1 ½ min
- Results are measured and available in real-time over the web.
- Triggers Alerts based on "Customer" specific issues
Benefits CSiTracker Delivers:
- Improve customer loyalty
- React quickly to changes in customers’ experience
- Identify and capitalize on opportunities
- Gain competitive advantage
- Increase revenue opportunities
- Look at Real-Time Metrics so you can take immediate action
- No upfront infrastructure investment and cost effective operational investment:
As a Hosted solution CSiTracker doesn’t require special hardware or software licenses for set-up – eliminating capital expenditures and dramatically reducing operational costs and deployment time.
We do all the research, testing and implementation to provide customers with the most cutting edge solution available for Customer Satisfaction Measurements. Our Application Service Provider model, allows us to collaborate with our clients and implement enhancements on an ongoing basis based on best practices and client feedback.
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