Case Study: IVR survey evidencing call centre quality
"It was important to us to find the best product on the market as we felt that this was a vital way of communicating one of our key company values, 'transparency'. Through the use of Opinion-8, we are now able to evidence that we provide a high quality and transparent service to our clients."
- Rachel Robinson, Group Business Development Director, Teleperformance
The Company
Teleperformance is the UK leader in outsourced CRM and contact centre services. As such, Teleperformance is committed to exceeding client expectations. This entails constantly measuring performance, meeting service level agreements, and improving operations.
The Challenge
Teleperformance is always keen to find new ways to independently verify that they are delivering on some of their core company principles, such as customer focus and transparency, and sought the opinions of key clients to establish what sort of information they would be interested in having access to. Clients were keen to get direct feedback straight from their customers. They also wanted a service that gave instant and accessible information. Reporting needed to be easy to use and accurate.
The Solution
Teleperformance chose Opinion-8 as part of their three-pronged approach for measuring satisfaction; call monitoring, mystery shopping and customer satisfaction surveys. It provides Opinion-8 services to some of their key clients such as Sainsbury's, NBS and the Environment Agency; because it believes the best people to tell them where their service excels, or falls short, are the customers who use the contact centre services.
The Benefits
- Clients can access performance reports at any time from any PC, and see how satisfied their customers are with the contact centre service Teleperformance are providing.
- Both Teleperformance and their client organisations are getting valuable feedback about the quality of their customer services.
- Feedback is real time and accurate
- Clients are able to see and hear verbatim comments from customers
- Clients are able to be alerted should any of their customers feel they were unhappy about the service they received.
- The results help clients to understand the public perception of its services, assess the customer experience, and improve its contact centre operation.
About Square Systems
Opinion-8 was developed by Square Systems Ltd. Square Systems is a UK-based developer of integrated software solutions for contact centres. Square Systems specialises in leveraging open source technology for application in contact centres. These include automated customer satisfaction monitoring, interactive voice response systems, Voice over IP and computer telephony integration. Please visit www.squaresystems.co.uk