Call Center Solutions Featured Article

Qire Launches Automated Customer Feedback Package

April 23, 2009

Qire, a specialist in Voice CRM and a professional affiliate of the Customer Contact Association, has launched its Customer Feedback package, an automated survey solution which lets customers comment on the quality of call centre service received. 
 
According to the company, this newly launched customer feedback package will allow managers to respond quickly and effectively and ensure the highest levels of customer satisfaction and service.
 
Interactive Voice Messaging (IVM) technology is used to present customers with automated survey questions immediately following their contact with a call centre agent, providing instant customer feedback on the quality of service received.  
 
“Customer opinions are gathered immediately after their call with an agent, providing companies with an ongoing, real-time picture of customer satisfaction,” said Guy Cooper, chief executive officer at Qire. 
 
“The automated IVM approach is a cost effective way of continuously monitoring quality of service, enabling round-the-clock feedback without taking up valuable agent time or needing to invest in costly external surveys.”
 
A key advantage of Qire’s Customer Feedback service, as noted by the company, is that results are immediately visible to contact centre managers. Moreover, any results falling outside acceptable limits are flagged up so that timely action can be taken, and proactive steps made to improve levels of customer service.
 
Qire has been delivering a series of products that include; Qire Collect, Qire Alerts, Qire Out Of Stock, Qire Cash, Qire Capture and Qire SMS. The solutions, as stated by the company, is capable of delivering measurable benefits including cost reduction, improved cash flow, productivity gains and customer satisfaction.
 
This recently launched Qire Customer Feedback service is said to offer a cost-effective means of obtaining a continuous assessment of service delivery, without the need to install any software, and without any large upfront costs. Additionally, Qire officials said that this kind of service also helps to motivate staff, demonstrating a commitment to identifying and addressing issues at an early stage to ensure continuous improvement.
 
Here, after every telephone transaction, customers agreeing to complete the questionnaire are transferred to the automated service. This removes the need for staff training and minimizes any agent time required.  
 
Moreover, customers are also allowed to leave their comments at the end of the survey, which gets recorded. The combination of structured questions and free speech helps to ensure richer, more valuable feedback, said the company.
 
Qire confirmed that companies can also sign up to an optional SMS alert service, informing managers of any customer feedback requiring immediate action, for a swift resolution.

Jai C.S. is a contributing editor for TMCnet. To read more of Jai's articles, please visit his columnist page.

Edited by Jessica Kostek

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