Why It Works

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

• You can hear it if there is a problem. Hearing the 'Voice of the Customer' adds enormous value and your customer can easily request a call back, so that a failure can be resolved.

• It is easier for management to diagnose the source of a failure since it is reported in real-time as opposed to after the fact - a failure with traditional methods of measuring.

• You know what you are measuring. The feedback is directly related to the service interaction just completed. When interviews are conducted after the fact - often hours or even days - there can be real uncertainty as to what is actually being measured.

• Sampling can be controlled and results validated - agents cannot determine which calls to forward.

• Gives managers tactical flexibility. The sampling process allows you to over-sample if you wish to zoom-in on certain aspects of the operation, such as individual new hires, product launches, etc.

• The process is not 'intrusive'. Calling a customer after-the-fact may occur at an inconvenient time and recall may not be precise. It has also been found that when customers respond to an in-person interview, they are more inclined to downplay any failures - particularly in regard to rating people related attributes.

• Reporting is completely flexible. While exception reporting can occur in real time we can provide weekly, monthly or quarterly top line updates and/or complete analyses of the data showing and comparing for example, team vs team results, site comparisons, and recommendations for enhancements.

• Results can also be used to track training effectiveness, service changes or enhancements, and product or service introductions - as they occur.

• Results can also be used to maintain customer loyalty and ensure that service delivery has met customer expectations and in the instances that it has not - recover with the immediacy that today's business environment demands.