InsightNow

SURVEY360

The InsightNow Survey360 solution allows customers to participate in real-time experience surveys delivered at the completion of their call or contact. This can be delivered via a choice of media - email, the internet, SMS/WAP mobile phone technology or via an IVR.

InsightNow are the only solution provider that delivers a true 360 degree solution, by capturing the Voices of:

your customers.
your front line staff or call centre agent.
your managers or team leaders, and
your quality managers.

Survey360 can provide alternative perspectives of every contact; an all round 360 degree view. The customer, advisor and/or manager score the call and, as the completed surveys arrive, we immediately analyse the data and the results are presented on real-time 'dashboards' and displayed on to user PCs within 15 minutes. The range of 'dashboards' are user configurable, and can be structured to meet the needs of the different stakeholders, from directors through to supervisors through to team leaders and advisors. The real-time element enables rapid identification and prioritisation of opportunities for improvement.

The dashboards can also provide front line staff and advisors with a dynamic and easy to understand view of their results as judged by your customers and managers. This is pivotal for promoting awareness and from this developing accountability and best practice skills and behaviours.

The results and the gaps in perception of call or service quality are then used to drive performance improvement and to supplement gaps in management information. It provides essential data on business and call drivers, such as repeat calls and first call resolution rates by call type.

Survey requests can also be controlled to avoid busy days or busy periods within the day if necessary and can operate in one of three modes:

Customer selection (e.g. at the beginning of the call the customer can select to take a survey).
System generated (e.g. surveys can prompted/sent automatically via a range of business rules that include, customer profile, contact history, reason for call, call outcome).
Agent prompted (e.g. where the agent invites the customer to take a survey).

Survey360 is 100% hosted, including the IVR, which means it is incredibly easy to install and implement - there is no need for any heavy or costly IT investment or integration. The application can also be 100% client branded.

The following diagram shows a typical process flow for Survey360 in operation in a Call Centre

Survey 360 also provides the capability to identify and “code” high-value comments for subsequent action. Click here to find out more about Verbatim Comment Analytics.

Vertex Data Science is a global leader in Business Process Outsourcing representing some of the major brands in Retail, Financial Services, Telecommunications, Utilities, Distribution & Logistics and employing over 10,000 staff. Our clients are very protective of their brands and all demand the highest quality of service for their customers. Part of the development to deliver against their strategic objectives, is the ability to provide accurate and timely intelligence relating to customer interactions. To this end we selected Survey 360 from InsightNow as our customer feedback application and it has been very successful. The level of data interrogation and timeliness of collection ensure that our clients have powerful information which drives the agenda to embrace their customers. We have adopted Survey 360 as a core component of our CRM platform . The team at InsightNow have been extremely responsive to our demands and, added to their flexible approach, make this a winning combination to the benefit of all.
Bruce MacLeod, MD, UK Private Sector, Vertex

In Capita we have found the Global 360 survey to give us and our clients, instant feedback from customers that allows us to respond to their needs quickly and make changes that have benefited both them and our business. Our front line agents are really motivated by getting a reaction to their service in real time and it has been inspiring for our Team Leaders to coach using this tool to help their people get even higher levels of satisfaction.
As an outsourcer we have introduced InsightNow with several of our clients who are delighted with the reporting MI we can provide which has enabled them to understand how the responses from customers can feed into their Treating Customers Fairly dashboards. Our partnership with InsightNow has been a real success where we have worked in harmony to provide a tailored solution to each of our clients requirements so that they ask the right questions to provide them with the data they specifically need to make effective decisions for their customers
Nigel Purveur , Managing Director, South West Operations, Capita Life and Pensions

We ran a pilot of Survey 360 in January 2010 for one month with a specific objective of baselining our current levels of customer experience within our contact centre. The high volume of responses surprised us and the results showed areas of excellence – the scores were close to industry best practice and our agents had good customer service skills but as important the right behaviours and instincts in owning and resolving our customer enquiries. The pilot identified opportunities for both operational and service improvements, the greatest of which is reducing the contact demand by an increased focus on customer education, increasing the extent of web self-service transactions and reducing chase-ups calls.

Survey 360 provided a rich picture of the customer experience, and brought formal support to a number of internal views of areas of development. As a result we have implemented a series of initiatives to rebrand and reposition the contact centre. Once these initiatives have been completed we will run another customer experience baseline prior to making any further changes. We really like the idea of periodic surveys where we have periods of high intensity data capture and analysis followed by a structured change programme. InsightNow encouraged us to go down this route and I am confident that as a result our change programme will have much greater focus and benefits to our customers, front-line staff and to our productivity and operational efficiency
Stephen Mohan, Managing Director, Operational Services, Cofunds

Vertex’s use of Survey 360 enables us to consistently and intelligently hear our customers. The ease with which data can be accessed and analysed means that we can act rapidly and confidently on that feedback, focusing on the areas which matter most. We regard Survey 360 as a tool for driving customer-led business change
Jan North, Customer Commissioner, Westminster City Council