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Let the Voice of the Customer Drive Change in Your Operation
InContact Echo™ the newest way to improve agent behavior with immediate customer satisfaction feedback
Are you listening to your customers? Most companies try but often find it difficult to translate customer opinion into meaningful internal programs that promote or support better service delivery. The primary purpose of the Echo solution is to bring the voice of the customer into your organization and to help quickly identify gaps in service and processes. Echo's customer satisfaction survey results enable you to bring about changes that will impact the bottom line of your business in very short order.
 With Echo™, your customers become daily service evaluators. Echo’s dynamic reporting utilizes immediate customer satisfaction research to provide continuous, data-rich feedback to CSR's and managers, impacting performance, improving customer satisfaction, and pinpointing product and service delivery opportunities.
Echo's customer service survey and reporting solutions are already helping leading contact centers realize significant increases in customer satisfaction, reduced quality assurance costs and enhanced ROI.
In a recent study, 93% of companies said that they collect customer opinions, but over two-thirds of those said they don’t use the opinions to influence internal change.
Echo is a flexible customer satisfaction research solution that integrates into most existing systems. It is a fully scalable online application which is extremely powerful, yet affordable. We operate utilizing an innovative philosophy and a creative mind-set incorporating a "what would I want if I were you" attitude. With Echo, the customer always comes first in everything we do!
The primary Echo™ options include:
- E-mail
- IVR
- Live Agent
- Chat
- Reporting Only
- Report Options
Customer Service Surveys Deliver Results Directly from the Customer to the Rep and Manager
Echo's customer service surveys represent a completely new model for customer satisfaction research. One of the really unique features of our solution is that the reporting is offered online, right down to the agent level. This allows your front-line team to self-correct and continuously improve, based upon what their customers are telling them, rather than relying on "interpretations" of how they think their customers felt. Through the use of Echo's real-time customer service surveys, not only can agents see exactly how each customer felt about the individual service they received, but agents can hear verbatim customer comments by clicking on a .wav file. Now that's impact!
Don't wait any longer to improve the quality of your customer contact experience and the productivity of those who handle each contact.
To learn more about how VoiceConX can help your business take advantage of the services we offer, please contact us today.
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