PRZOOM - /newswire/ -
Sandy, UT, United States, 2007/06/06 - Telco recently selected UCN to manage and analyze the performance of over 2600 agents, spread throughout North America [OTC.BB: UCNN].
When you support over 14 million customers located in 33 states in the highly competitive wireless and high speed data market, delivering quality customer service becomes part of your customer retention strategy. Telco, a NYSE telecomm service provider, has a 2600-agent customer care group that's spread across 10 service centers located throughout North America. They had a system in place for delivering customer satisfaction surveys via email, but no backend system for collecting, analyzing and presenting the results to support their agent performance management process.
“We needed a more user-friendly way to report on the data we were collecting,” recalled one of Telco’s project managers. The answer was Echo, now a product of UCN, Inc.
The two companies started their relationship a little over a year ago when a data feed was developed between the existing email survey system and the Echo analytic engine. The system was designed so that each survey is linked to an individual agent. “Now our managers can view easy-to-read reports and charts, and use that information for coaching and development purposes.”
The one downside to the email system is that the agent must collect the customer’s email in order to trigger the delivery of the survey. As a result, the service provider is now implementing a pilot using the automated version of Echo that utilizes both the front-end survey delivery system and the backend analytic system. In the new system, being piloted at one of their call centers, the IVR system offers an inbound caller the option of taking a survey at the end of the call. If yes, then the system calls the customer back at the end of the call and delivers the survey without agent intervention. With this new system, they expect to get a better idea of true customer satisfaction levels and agent performance.
UCN (ucn.net) is the leading provider of all-in-one, off-premises contact handling services that improve the customer contact experience and the productivity of those handling the contacts. InContact® includes an integrated suite of core contact handling applications, including contact routing, interactive menus, database integration, automated surveys, reporting, monitoring, recording, administration and workforce management applications. InControl™ is a unique, rapid application development tool that enables inContact customers to develop highly flexible, customized business contact handling processes in record time.