Our Solutions - Contact Centres
Insight Now are specialists in Contact Centre Optimisation with a proven team harnessing the collective experience of over 200 contact centre engagements. We are currently working with clients in the UK and South Africa using our proprietary Survey 360 and Vista 360 toolsets and methodologies to:
- Drive tangible and lasting improvements to Customer experience.
- Deliver greater levels of employee engagement - by giving real-time customer feedback to advisors on their performance, placing quality control at the point of service delivery
- Identify and initiate the right changes to improve Internal process efficiencies backed up by change management dashboards to monitor the impact of service improvement initiatives, projects or programmes.
Our approach integrates three perspectives of the delivered experience: the customer perspective; the advisor perspective and the team leader / coach perspective. The gaps between perceived and actual service delivery across the three perspectives are exposed to inform and drive the alignment of processes, behaviours and enabling technologies. By adopting this approach, everyone who has an influence on customer experience gains a real understanding of the service being delivered.
Key learnings from our client engagements include:
- Generating customer feedback is easy - knowing how best to act on it is much harder.
- Advisors are motivated by real-time feedback far more than call quality scores and find the approach empowering.
- There should be no trade off between customer experience and efficiency - for most organisations the reverse is true.
- It is possible to identify "local heroes" who deliver exceptional service together with outstanding contact resolution, transfer rates and Average Handling Time (AHT).
- By combining customer, advisor and team leader evaluation service improvement becomes highly specific and joined-up.
We are also able to provide comparative benchmarks of customer experience across sites, companies or industries.
Benefits at a glance
- Unique real-time surveys with results updated every 15 minutes and presented on live dashboards
- Multi- Channel WAP, Email or IVR
- Typically between 4 and 6 questions:
- A mixture of service, brand and proposition.
- Questions easily changed by business - results can be weighted if required
- Typical questions include:
- "is this the first time you have called about this?"
- "was your call completely resolved?"
- "was our advisor professional?"
- "would you recommend us to friends and family?"
- The service can be branded however you wish
- The service is hosted by us - low start-up costs and no expensive IT integration required