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Article : The Indispensable Metric: Customer Service Levels!

Over the years, companies have devised ways to measure just about everything that goes on in Contact Centers. Each little piece of data is considered important in its own way. But how do companies measure the levels of service they give?

Click here to learn more about this annual Best-of-the-Best Conference!

Les Torrance
Customer Support Centre Director
Sykes
United Kingdom

"Certainly they need to measure productivity measurements, SLA's, KPI's etc. However focus must also be given to key drivers of customer satisfaction: First Contact Resolution, No Faults Found, Agent empowerment"

About Sykes

Sykes is a provider of end-to-end customer care management solutions, providing CRM solutions for many companies in the technology, finance and communications industries, primarily large fortune 1000... (read more)
 
Arnold Miranda
Service Deliver Leader
FIS Global
India

"We can all agree that outsourcing for dollar arbitrage has ebbed. Typical performance levels can be termed as BAU and honestly there is not much to choose from between vendors, for example moving from vendor A to vendor B cannot assure a client increased customer satisfaction levels from the end customer.
Most BPO’s have been around long enough and some have been handling certain processes for so long that they have automatically become the experts. The key is to use this experience and make it count, with the help of leaders and SME’s from within the process, BPO’s can now play a more active part in identifying broken processes and restructuring. The goal is to improve efficiencies and improving customer satisfaction thus creating a very "real" benefit for the client. This of course may result in a reduction of FTE’s in some situations or even an investment from the vendor; however this is exactly where we need to have a paradigm shift. Contracts need to include a caveat where efficiencies can be shared or attached to a bonus to provide an incentive for the vendor as well resulting in a win-win situation
To conclude when looking at measurements, transformation is where the future is and this is what will distinguish one vendor from the other."

About FIS Global

BPO and ITO organization.
 
Mark Weingarten
Assistant Vice President Customer Service and Operations
ivci
United States

"Call centers need to survey their customers as much as possible and perform QA analysis on a regular basis to ensure service levels are top notch."

About ivci

IVCi provides services related to HD video conferencing system, state-of-the-art telepresence technology, an integrated audio visual solution, managed conferencing services, audio and Web conferencing... (read more)
 
Jennifer McLeod
VP of Business Development
Teleperformance Canada
Canada

"Through immediate feedback from the customer and through quality control channels internally"

About Teleperformance Canada

Teleperformance Canada offers four modes of outsourcing partnerships (outsourcing, co-sourcing, buy-out & facilities management) that enables you to find the most efficient framework while refocusing... (read more)
 

About ContactCenterWorld:
Company Logo# ContactCenterWorld ContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 215,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999. www.contactcenterworld.com
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Today's Tip of the Day - Can You measure It?!

Read today's tip or listen to it on podcast.

Published: Friday, April 24, 2009

Printer Friendly Version Printer friendly version

2024 Buyers Guide Speech Technology

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)

3.) 
Eckoh

EckohASSIST
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.
 

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