The Co-operative Financial Services
CFS selected InsightNow as their partner to deliver Real Time Actionable Feedback using our innovative and unique Survey 360 technology.
Survey 360 captures customer feedback immediately after the call either via email, the internet, SMS/WAP mobile phone technology or via an IVR. What’s more Survey 360 not only captures the voice of your customer but also integrates this with the views and perspectives of the individual adviser and that of the Team Leader and/or Quality Manager or Coach.
The improvement in FCR has delivered a 25% reduction in the total number of repeat calls worth £100k per month in agent capacity or £1.2 million per annum. Download the case study now>
Orange launched a number of initiatives during 2010 to improve the quality of the customer experience and the engagement of front line employees.
The aim of the TCE initiative was to identify what made a great call from a customer’s perspective, in particular what could an agent do to make a call more effective and fulfilling for both the customer and the agent who handled the call.
This case study focuses on the impact of two of these initiatives, the Target Customer Experience (TCE) and ‘Now to Wow’. Read the full case study here>
Legal & General
At Legal and General we pioneered what we believed to be the first UK real-time compliance and Treating Customers Fairly (TCF) tracking tool.
Working with a stakeholder group across a number of business areas including sales, marketing, customer experience and compliance we created a cost effective solution that satisfied multiple business needs, including essential regulatory research and reporting.
The challenge for Merchants was to develop a detailed level of understanding of the Contact Centre’s direct impact on ASDA’s customers’ level of satisfaction with the service they provide.
There are many other factors that impact on service performance and overall customer experience, such as logistics, delivery, retail stock levels all of which are outside of the control of the contact centre operation.