Service-Stats - Features and Benefits
Designed by the outsourcing experts, Service-Stats is our online research methodology, which generates objective, actionable views quickly and regularly. Service-Stats combines two distinct sources of feedback: customers who have called you in the past week, and our research panel of 10,000 consumers who benchmark your operation against your competitors.
- You send us a Excel file once a week of names and e-mail addresses of customers who have called your centre(s) in the past week (5 minutes a week for your IT team)
- You can tag this data any way you want: for example by location, department, campaign, team, advisor
- We do all the rest
- You receive your survey results in the form of a weekly dashboard
- You receive a monthly or quarterly review (depending on your subscription) including benchmarking against competitors in your specific vertical, and against the market in general
- You receive all the respondents’ free text comments
- You have the option to add survey questions and deeper analysis
- You and your managers and team leaders have the option to access our real-time analysis portal
- On-line technology assesses Contact Centre Quality of Service in real time
- Objective and actionable customer views delivered quickly and regularly to your desktop
- Aside from your own results, we ask the same benchmarking questions about other providers in your vertical market
- We also access the views of our own independent and statistically representative panel of 10,000 consumers every month
- Traditional surveys and mystery shopping exercises are expensive, and usually out of date by the time you get the information
- Service-Stats empowers managers and team leaders to take developmental and operational decisions based on up to the minute customer feedback
Want to know more? Click here to contact our team.
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