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- 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.
- Fast-growing business? Call monitoring and evaluation can ensure your customer satisfaction levels keep up the pace — while keeping costs down!
- Today's customer contact executives know that monitoring call quality and coaching call center agents are two of the best ways to improve a call center, but how do you monitor enough calls to make a difference, when the business grows faster than old, traditional monitoring methods can handle? An internet service provider, growing quickly in a fast-changing industry, with four call centers and 700 internal agents, wanted to increase monitoring, improve customer service and keep quality levels up even as new companies were acquired and new customers were being added. When agents were evaluated more frequently by an objective, third-party team, with comprehensive reports and daily feedback and coaching suggestions, the call centers experienced improved quality scores and customers reported higher levels of satisfaction. The company discovered that with the right partner, it is possible to reinvest in the customer experience while simultaneously driving costs down — at any speed.
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