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Call Centers are the primary focal point of customer interactions for many large companies. The service provided by frontline call center employees determines what customers think about a company and whether they will remain customers in the future.
The primary challenge of any call center is balancing average handling time (AHT) efficiencies and sales effectiveness, while maintaining exceptional customer satisfaction. The efficiency and effectiveness of call center representatives are easily tracked through sales and call center monitoring systems; however, call centers have not been able to effectively track the customer service provided by each individual representative - it is often too expensive to collect enough data for statistically meaningful results.
eTouchPoint.com for Call Centers solves this problem by allowing team managers to spend 40% to 60% more time focusing on improving representative performance and less time monitoring it. eTouchPoint.com, the most advanced call center monitoring and tracking solution, accomplishes this by collecting high-volume, continuous feedback from customers through professionally created, automated Interactive Voice Response (IVR) surveys. The data is filtered, analyzed, and delivered as actionable intelligence to the right people at the right time.
Contact us today to find out more about how eTouchPoint.com can help you improve your business!
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