How It Works

At the completion of a service interaction, Advantage Interactive's unique, patented process forwards randomly selected customers to AIC's Contact Evaluation Program.

The customer is asked to respond to a number of topical questions that relate to the handling of their service enquiry - be it a phone call or e-mail - as soon as the contact with the center has been completed. The process can be administered using IVR or a web questionnaire.

If the customer records a failure to a key trigger question, an electronic copy of the completed interview as well as the customer's comments - in their own voice - are immediately fed back to the team leader in the contact center.

Learn why the just-in-time nature of this process provides a much more effective measurement than any other system being used in contact centers today.