New York Life was looking for something to help capture direct customer feedback from a larger group of callers. “We couldn’t get the feedback frequent enough and we couldn’t link it back to track actionable change. We needed to add another tool to help us tell the whole story,” says Lynn O’Neill, Assistant VP.

 

Whatever they got had to be automated and invisible to the agent, possess robust reporting capabilities, ease of use, and the ability to be turned on and off. In the end they chose inContact ECHO (Every Customer Has Opinions), from hosted call center solutions provider inContact, which lets users deliver a customer service survey immediately following a contact to capture feedback regarding the experience.

 

These results are given to the agent and managers “in near real-time,” inContact officials say. O’Neill says it was picked “due to price, how easy it was to use, and because of how it met our overall implementation needs,” adding that “Initially our IT department wasn’t convinced,” but came around after implementation.

 

O’Neill says ECHO has helped the company capture customer feedback on an ongoing basis and track satisfaction directly to their agents: “In fact, these results have become 20 percent of an agent’s overall performance review. By incentivizing this program, agents are more motivated to develop their skill levels while having the added benefit of knowing they will be rewarded for good customer responses.”

 

ECHO is giving New York Life “a better view into our customer demographic and their needs,” O’Neill believes, saying “often our customers are simply looking for confirmation or verification on a payment. Currently 83 percent of our customers state that the first call resolved their issue.”

 

Since deployment, New York Life officials say, they have improved their first call resolution by one percentage point of the annual volume and is focusing on moving more of their contacts to the “top box” level.

 

“We can now better understand customer expectations and really drill down into making the customer experience more valuable,” says O’Neill.

 

To download a free customer case study and learn more about how inContact’s hosted call center software improved New York Life’s operations, click here.