    |
- E-mail Surveys Help "HEAR" Customer's Voice, Improve Customer Service
- Becoming the nation's preeminent broadband provider and maintaining that position - involves much more than technological acumen. It also requires a focused commitment to superior customer service. Bringing superior broadband technology to customers is half the equation; quickly and
efficiently resolving any problems that occur either with the product or the people who install it is the other. Towards that end, the company decided to engage the services of HyperQuality, the premier contact center quality assurance firm. The company was already relying on HyperQuality to monitor the performance of its customer contact centers, with excellent results. The company was intrigued by HyperQuality's newest offering, HyperSurvey, which helps companies gain insight into customer attitudes and perceptions as a way to improve their customer service.
- Call Monitoring and Evaluation can ensure you continue to acquire new customers — while keeping costs down and satisfaction up!
- The residential communications industry is a highly competitive field, in which customers frequently are enticed with promotional offers, new product bundles and faster services. In this commoditized marketplace, the only way to differentiate is through top-notch customer service. One internet and telecom service provider wanted to maintain a consistent customer experience across four diverse environments. The company also wanted to increase the number of calls evaluated, plus establish monitoring for customer welcome calls and service design/set-up calls, which it did not have with its existing inhouse system. Ultimately, management realized customer service is a revenue-generator, so they wanted that “shot in the arm” that was needed to revitalize customer contact quality — and to get it while experiencing double-digit growth every quarter in one particular division of its business.
- Call monitoring and calibration across multiple centers: start small and focused, then roll-out for maximum improvement and ROI
- Call quality monitoring – including frequent and precise
calibration – is one of the best ways to improve a contact center.
A global management consulting, technology and outsourcing
company wanted to standardize calibration, reduce Average
Handle Time and increase customer satisfaction across
multiple contact centers operated by several different
providers. Three carefully crafted projects allowed the
company to manage improvements from the big picture to the
agent-level. First, precision calibration using Gage R & R
analysis improved quality scores while reducing costs. Next,
AHT was reduced from 19.78 to 17.86 minutes when the parts
of each call were analyzed and it was determined that agents
were not properly following call steps during one common call
section. Finally, a custom-designed in-house academy for
training call center agents resulted in CSAT Scores which
increased by 5.9%, exceeding goals. The reduction in AHT
alone resulted in a $192,000 annual cost savings and when
rolled out is expected to generate nearly a $6 million annual cost
savings for the corporation. The successful return on
investment for these projects set a foundation for quality
monitoring and management, which the company has rolled
out and now applies to customer contact providers throughout
its business.
 |
