'Measure call centre performance...'
service.MAP
The need for service.MAP
- Your customers have the most important view of your Quality of Service (QOS)
- You want them to value your service above that provided by your competitors
- Traditional mystery shopping and survey services deliver an expensive and out of date view of QOS
- Whether in or outsourced, contact centres are directed (and often incentivised) to deliver improving QOS scores which must therefore be independently assessed
- Contact centre managers need easy access to QOS data upon which to base operational and developmental decisions
The Solution
Use online research technologies to generate objective and actionable customer insights quickly. This can be used across the call centre environment with consistent QOS questions to facilitate meaningful benchmarking.
A weekly dashboard is supplied which gives a snapshot of trends to key managers every week.
In addition to measuring QOS, service.MAP can be used to gain insights on other topical issues and help with informed decision making.
For more information, please contact info@fastmap.com