You will need the Flash Player to see this page as intended. Once installed, come back to this page and press refresh on your browser to see the interactive diagram.
Interactive diagram explaining how Insight Now works:
The Insight Now toolset has been designed and configured to be fully flexible enabling surveys to be conducted in line with our clients’ existing business processes.
- Step 1
When a customer rings into your contact centre, the call is handled in exactly the same way as usual.
We often advise clients to amend their IVR system to alert customers that they will be asked to conduct a customer satisfaction survey at the end of the call.
- Step 2
The advisor completes the call and seeks permission form the customer to participate in a short survey. If they agree, the agent captures their permission and either routes the customer through to an IVR system to complete the survey, or captures their email address or mobile phone number to complete an online survey via email or a mobile survey via SMS/WAP.
- Step 3
The advisor ends the call and during their wrap or post call administration time, they complete their own survey about how they felt the call went. The process of completing this survey triggers the issue of an email or SMS/WAP surveys to the client (IVR surveys are initiated via a live transfer).
The advisor is now ready to take their next call. Average Handling Time (AHT) is likely to be impacted by a few seconds and we work closely with clients to ensure that any adverse impact is minimised and more than offset by the benefits of the survey results.
- Step 4
When the advisor and customer surveys have been completed, the results of are linked by a unique code and stored together on our database ready for analysis and retrieval.
- Step 5
Having stored the data, the Insight Now Analytic Engine carries out real time analysis of the results of the surveys. The analysis is agreed during the configuration stage, based on what clients want to measure and how they would like the results displayed. Insight Now have a range of standardised analysis and reporting which covers most client requirements, however bespoke analysis can be configured to suit individual client requirements.
- Step 6
At this stage, it is also possible for a team leader, coach or quality control person to recall recorded calls where the adviser has undertaken a survey, and add their own perspective on how they feel the call has been handled. This can either be through normal sampling or by applying business rules to generate surveys by exception (e.g. if a customer scores certain aspects of service outside of “acceptable” ranges). In addition to measuring “hard” aspects such as call resolution and perceived satisfaction, this 3rd dimension often addresses more personal skills based attributes such as politeness, call control, confidence and knowledge. Having completed a survey this will also be uniquely indexed and joined up with the advisor and customer surveys.
- Step 7
Having joined up and analysed the results of each linked survey, Insight Now displays these results on near-real time dashboards.
Dashboards can contain a combination of data tables and charts with different views of the data for different stakeholders within the business. Insight Now offers a range of pre-configured dashboards for clients, however as with the analytics above, client specific tailored dashboards can be developed.
This enables, advisors, team leaders, operational management and senior management to see defined views of the results, typically within 15 minutes of the surveys being completed. This 360 degree feedback from three perspectives: customers, advisors and managements (e.g., team leaders, trainers, coaches, quality managers etc) acts as a key enabler for real-time contact centre management.
Insight Now provides 360 degree feedback from three perspectives: customers, advisors and managements (e.g., team leaders, trainers, coaches, quality managers etc) a key enabler for real-time contact centre management.