Optimize service and support
80 percent of calls in 20 seconds is not enough
Your customers measure you by more than how fast you — or your outsourcers — answer the phone. Satmetrix for Contact Centers is a program that drives customer loyalty with each and every call.
See exactly when hold time impacts caller satisfaction, and also the drivers that impact the overall call satisfaction.
Now you can manage your agents and outsourcers the same way your customers manage you:
- Optimize your efficiency metrics — such as Service Level and AHT — to maximize customer satisfaction at the lowest costs.
- Go beyond internal Quality Monitoring processes to enforce your customers’ view of effective problem resolution — then hold your agents and outsourcers accountable to customer standards.
- Provide early-warning across the enterprise by identifying the drivers of incoming calls that impact overall customer loyalty (and the corporation’s bottom line).
Satmetrix for Contact Centers provides:
- Expertise in implementing programs that improve customer service and support at the agent level
- Scalable technology that delivers actionable insights to operations managers and front-line agents alike, with a view to improving customer satisfaction
- Effective program management and integration with your existing contact center technologies