Sinclair Voicenet's SmartVoice ViewPoint Captures the Voice of Customers Immediately
February 14, 2013
If you run a customer-facing business or call center, then you know how critical it is to address customer needs in a timely manner. As your business grows, you are likely to encounter more and more questions about your services, as well as concerns and comments about products offered by your company. It can be costly and time-consuming to hire more staff to handle this overflow of feedback, which is a big reason why many businesses decide to invest in interactive voice response (IVR) systems to take their businesses to unprecedented levels of functionality. One company that understands the customer service demand of virtually every business, Sinclair Voicenet, a provider of multimedia interaction recording, quality management, interaction analytics and workforce management solutions, has introduced SmartVoice ViewPoint, a customer feedback solution. This new solution allows organizations to capture the voice of customers immediately after customer interactions in order to gain a better understanding of their experiences to identify ways to improve customer service.
Available as either a hosted solution or as an on-premises service, SmartVoice ViewPoint enables organizations to conduct IVR surveys right after calls while they are still fresh in the minds of customers. This, in turn, provides unbiased feedback to determine agents’ training needs and enhance performance with automatics alerts to managers by SMS or e-mail if results are less than satisfactory. Overall, SmartVoice ViewPoint increases agent engagement to improve staff retention, reduce staff attrition and better target training and recruitment.
“SmartVoice ViewPoint will drive significant and immediate service improvements based on current feedback rather than yesterday’s issues,” said Peter Gough, director at Sinclair Voicenet, in a statement. “It sends a clear message that excellent customer service is at the heart of your organization and that the opinions of customers really matter.”
SmartVoice ViewPoint has a flexible reporting capability, allowing survey results to be viewed instantly using a desktop, laptop, tablet and other mobile devices. The solution’s easy-to-create reports automatically update results that can be ranked by a range of criteria, including agent and team, allowing easy comparison for performance management. Also, trend reporting, based on weekly samples, enables customer services trends to be monitored to help streamline the decision making process.
In addition, SmartVoice ViewPoint can be used for other applications like employee satisfaction surveys to learn from direct experiences. These surveys are anonymous giving employees the confidence to say what they think and are a transparent way of showing that you value their opinions, while also helping to improve the customer experience.
Moreover, Sinclair Voicenet’s solution can be tailored to conduct market research projects using caller-accessed inbound IVR, free phone numbers, SMS, e-mail and the Internet. It also delivers multi-country surveys offering a variety of languages, with spoken comments transcribed from any language for review in the management console.
Edited by Jamie Epstein