Finding a solution To prevent detail feback clients from performing unnecsary actions – opening, reading, filling out, handing in or sending a qutionnaire – which could negatively impact their engagement in the feback collection procs, we offer to connect the automat Operator Rating function.
The big advantage of this solution
is that it is naturally integrat into c level executive list detail feback telephone communication and requir only the prs of one button, which is much easier and faster than filling out a qutionnaire.
We set up the Operator Rating feature as follows:
At the end of each dialogue, the client automatically listen to a pre-record msage asking them to rate the quality of the consultation on a scale of 1 to 5.
an alternative was also offer in the form of the ability to record a voice msage with a commentary on the work of the call center.
In addition, operators additionally offer to rate satisfaction with the consultation provid before listening to the automat msage.
Rults
In just one month, the company marketing and web positioning agency: the key to online success manag to collect a number of operator performance asssments that exce the requirements for reprentativens of the sample not only from the number of telephone calls per month, but also from the entire network of clients – more than 400 clients from a base of 50 thousand people.
Thanks to convenient filters by operator numbers, it became possible to track customer satisfaction with the work of individual specialists through the personal account of the Virtual PBX, and email leads database detail voice comments made it possible to identify growth points in the organization of the call center.
According to the company reprentative, the implementation of operator asssment is still rare among competitors, so both clients and employe react positively to this initiative.