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Real-Time Voice of Customer VOC Wallboards

Real-Time Voice of Customer VOC Wallboards

Real-Time Voice of Customer VOC Wallboards

This is a live real-time monitoring inbound call feature that uses a wall board to gather and display (post call client feedback).

Real time voice of customer VOC wallboards are powerful in a call centre environment, to offer an instant and overall insight into callers feeling, expectations and the feature does exactly that.

This valuable power insight information scores from callers so that it allows for agent monitoring, improvement and can highlight extreme unhappy callers (or bad agents) quickly.

The customer cooperates to allow you as an organisation to review the performance of the actual agent, according to your customers opinions, following the end of a call.

The caller is told by a recording before call starts that if they wish to give feedback. VOC means the voice of the customer.

The response, return, shows employers any sign where, reaction, assessment, evaluation, criticism may be immediately required.

With for example five quick questions customers can give honest feedback to rate elements of the agent and the help they provided to solve the callers need.

These responses can be totalled and averaged to provide overall general observations, the responses given by callers, give if nothing else a very good sign as to how good the agent is at their role.

The accumulative opinions, attitudes of the customers, these answers form, do provide;- comeback, reply, remark, return, honest open window for feedback.

Businesses can then deny, sign, act in response, acknowledge, counter, respond, end, act only in culmination, answer, return, or simply acknowledge the opinions of their clients.

Phone call client CSAT feedback offers every possible feedback from the call, such interaction thus allows you to implement improvements and is a superb way of maintaining standards.

Reviewing agent performances at handling the callers issues is important to see if you are satisfying the needs of your clients.

This inbound post-call feature is usually a fully automated voice prompted call agent survey, but this can be done by SMS too.

The results produce ratings where the callers score the call agent on a number of elements as required and also can score whether they got what they wanted – done – or not?

As this feature is in the cloud it also works well irrespective of the location of your agent, whom could be working from home for instance.

Apply to any Virtual Number this feature is an automated script prompting agent feedback (post-call) or a series of SMS/Text messages that do the same thing.

When the call ends with the agent the caller/customer is then immediately connected to an automated IVR message advising the caller to stay on the line if they wish to give agent or customer experience feedback.

The caller responds to the prompted IVR automated questionnaire either in a formal or informal way so the former allows for scores between 0 to 9, the later asks for voice comments to a number of questions.

Rating Call Agents Using Post-Call Survey this feature allows managers (aided by the use of a an office wallboard) to monitor scores given for the agents themselves and the whole team can then be ‘Live’ monitoring recording the best and worst staff performers.

Good agents whom have established their calling customers need and delivered above their expectation can also be rewarded for their positive effort and attitude. Malicious/bad attitude from unhappy call agents would also be highlighted immediately.

Rating Call Agents Using Post-Call Survey

This feature allows managers to review scores given for the agents, the whole team can then be ‘Live’ monitored recording the best and worst staff performers. Worst-case malicious or deliberate bad attitude from perhaps unhappy or grieved staff, would also be highlighted immediately.

Similarly really good agents whom have established a customers need and delivered for them above the callers expectation can also be rewarded for their positive effort and attitude.

This feature can be used in conjunction with:

Day/Date Call Routing
Time of Day Call Routing
Welcome IVR Messages
Engaged Calls Routing
Unanswered Call Routing
Dead Tone Call Routing

Inbound Call Queuing

Black/White Call Routing

Postcode Area / Territory Routing

Area/Town/County Call Routing

Percentage Call Routing

Advanced Daily/Weekly Inbound Call Statistics

Or many other inbound features to achieve the full inbound call control you require.

For more details and to speak to us directly call us free now on 0800 692 7000 or email new@08uk.co.uk so we can call you back.