Leverage customer feedback for improving customer experience as well as for efficient performance management of resources

Leverage customer feedback for improving customer experience as well as for efficient performance management of resources

Increase the customer’s response rate by —

Capturing the feedback immediately after the customer interaction with the call center agent; enabled through capturing feedback on the mobile phone of the customer using feedback form/ SMS etc

Leveraging an easy to use interface for the customer to provide the feedback

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Leverage Advanced Analytics capabilities to understand Voice of customer and Customer Experience Analytics, Social Media Analysis, Feedback categorization and management

Enable dynamic feedback tags on the text feedback collection portal through real-time text analytics

Customizable Feedback Alerts

The Feedback Management system (FMS) allows the configuration of alerts and escalations in the application to ensure that the Managers and/or Quality team never miss a piece of negative feedback from the customer such as if the customer leaves a bad feedback (objective or subjective) an Alert can be triggered on the FMS app for the Team Leader of the agent to contact the customer and resolve the customer request at the earliest.

The FMS platform also tracks the manager’s response on the cases that are escalated and their resolution status. FMS platform enables the users to convert customer complaints to an opportunity to delight them by aggregating their interaction information from multiple past interactions including information captured in other systems and sources.

FMS platform also doubles up as a feedback-based performance management platform for the frontline agents by enabling the Managers and Quality team to attribute the customer complaints to the call center agents along with the severity of the complaint that should be factored in the agent’s periodic performance assessment.

Gamification

The FMS platform features gamified elements such as gifts (badges) and flags that the customer can award to the agent as a part of their feedback in the feedback gathering page.

FMS platform allows the admin user to define a dynamic feedback gathering journey for the customers i.e. the feedback journeys and the gamified elements are displayed on the customer’s screen on the basis of the customer’s response to previous question.

Gamification

The FMS platform features gamified elements such as gifts (badges) and flags that the customer can award to the agent as a part of their feedback in the feedback gathering page.

FMS platform allows the admin user to define a dynamic feedback gathering journey for the customers i.e. the feedback journeys and the gamified elements are displayed on the customer’s screen on the basis of the customer’s response to previous question.

Real-time Feedback stream

FMS platform displays the customer feedback stream, including objective feedback, subjective feedback, gifts and flags awarded by the customer, in real time to the frontline agents, managers and senior managers.

Manager and Senior Manager can view an aggregated stream of feedbacks for all their reportees. Managers and Senior Managers can track agent level performance and can recommend need-based trainings and interventions according to the customer feedback.

Advanced Analytics

FMS leverages Advanced Analytics enabled Text mining and Text analytics algorithms to create artificial intelligence from the customer feedback including generating analytics on Voice of the Customer and Areas for improving Customer Experience, Classification of Feedbacks and Tagging of long feedbacks (such as emails).

FMS can also integrate with Social Media feedbacks submitted by the customer such as the feedbacks posted on Facebook, Twitter, Instagram etc.

FMS also enables real time hashtag recommendations on the text feedback capture portal when the customer is typing the feedback, they can choose to use the existing hashtags or to create new hastags.

Advanced Analytics

FMS leverages Advanced Analytics enabled Text mining and Text analytics algorithms to create artificial intelligence from the customer feedback including generating analytics on Voice of the Customer and Areas for improving Customer Experience, Classification of Feedbacks and Tagging of long feedbacks (such as emails).

FMS can also integrate with Social Media feedbacks submitted by the customer such as the feedbacks posted on Facebook, Twitter, Instagram etc.

FMS also enables real time hashtag recommendations on the text feedback capture portal when the customer is typing the feedback, they can choose to use the existing hashtags or to create new hastags.

Dashboards

Agent-level performance dashboard — Agents can view their performance across various metrics and overall score in real time. Each performance metric can be drilled down to the customer feedback level, improving transparency in the performance management.

Team dashboards provide managers with a detailed snapshot of overall team metrics and the performance of the individual agents. Dashboards prioritize where coaching and positive reinforcement are needed most.

Integration and automation

Agent-level performance dashboard — Agents can view their performance across various metrics and overall Score in real time. Each performance metric can be drilled down to the customer feedback level, improving transparency in the performance management.

Team dashboards provide managers with a detailed snapshot of overall team metrics and the performance of the individual agents. Dashboards prioritize where coaching and positive reinforcement are needed most.

Smart workforce management

The platform matches the transactions demand with the available capacity (resources/ FTEs) with an objective to maximize the service level adherence for each transaction type and optimizes the workforce utilization.

The platform applies best practices in workforce management to optimize the workforce allocation such as cross-skilling, tiered and staggered shifts etc.

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