Insight Now +44 (0) 207 194 8295

360 Degree Customer, Advisor, Team leader surveys Insight now software captures all angles of opinion: ISE responds to contacts made with your organisation, and systematically polls the advisor, customer, and team leader (via call recording/playback) for their assessment of the way the recent contact was handled. However ISE enables full consolidation with traditional CTI data, such as volumes, handle times, and traditional service level calculations.

Personal Performance Management Dashboard Through real time KPI displays, each advisor gains a better understanding of their own developing strengths, weakness, and their performance versus peers. Advisors can review their calls that have been rated by a customer, and where necessary raise requests for further training.

Call quality monitoring Survey 360 ISE interfaces with existing quality control techniques and systems, enabling your quality team to tap seamlessly into valuable customer, advisor, and team leader opinion whilst providing over-arching assessment of an advisor or team’s performance from the same data-set. In many cases Survey 360 completely replaces the need for an additional in-house call quality system.

Employee Engagement The “out of the box” Employee Engagement survey provide a regular workforce health-check, measuring changes to human resource health in areas such as job satisfaction, pay, and career prospects. Predefined analysis and benchmarking provide industry comparison among peer group.

Productivity analysis To reduce the behaviour of cherry picking, we provide a number of solutions.

• Upload weekly call volumes by advisor and include them on the dashboards. This provides a neat cross check of calls taken versus surveys sent at the advisor level.
• Operationally target advisors on the number of surveys returned rather than good customer scores
• Accept that both advisors and customers will be influenced by their perception of “how the call went” before they accept a survey, and build these weighting factors into the results analyses.

Survey 360 Integrated Survey Engine (ISE) TM ISE is a sophisticated survey application running on dedicated hosted servers. Uniquely, it will:

• work independently to your existing telephony and IT, requiring zero IT integration
• create surveys that are channel independent, from a single template,
• link-up related surveys using workflow rules so that a survey completed by one target audience triggers a survey to another target,
• deliver surveys instantly to the target via one or more of a variety of chosen channels.

Survey 360 features a real time analysis engine for the presentation of survey results via the web. Key features are

• A web-based dashboard builder to enable the analysis of surveys to be combined into fully functional presentation dashboards, kept up to date in real time
• Full integration with the acclaimed CHARTFX charting components producing colourful and sophisticated charting capability
• Survey-specific analyses to seamlessly consolidate the results of different surveys completed by different stakeholders about the same contact
• a query builder enabling simple or complex data queries to be produced without any knowledge of databases
• Optimised analytics enabling a real time, personalised dashboard to be available to every member of the contact centre, no matter how many seats

Change and Performance Management Dashboards The central performance management dashboard presents core KPIs intuitively at the most relevant levels:

• Team Leader
• Team manager
• Contact Centre Manager
• Operations Director

Inputs from customers, CSAs, team leaders, and quality departments, are consolidated into a single view, tracking KPIs in real time by day, week, and month, and a unique “spider” chart combines the most important measures of performance “at a glance” Drill downs show the same KPIs compared from highest to lowest (upper and lower quartiles, by CSA, team, site) for establishment of top performers.