Drive Effective Customer Contact with Proven Intelligence Solutions
Our customer intelligence solutions offer real-time operational metrics, standard reports and historical views of performance and usability to enhance the customer experience.
RealFeed Dashboard
The RealFeed Dashboard provides a real time window into core performance metrics. RealFeed includes a simple, easy-to-use interface that displays a wealth of customer information, including call totals, call lengths, repeat calls and disconnects. Metrics are presented visually, making it easy to spot trends and exceptions. RealFeed is a powerful analytics tool the lets you see your most important application performance KPIs in real time and take immediate action on them by levering the application controls that are all available through a single interface.
Speech Analytics
Tap into hidden information contained in recorded customer calls with Speech Analytics. Using West Interactive's proprietary analysis methodology and a best-in-class phonetic search engine, Speech Analytics mines volumes of recorded calls to identify the root causes for customer contact. Analysis is performed on a strategic sampling of calls, eliminating the expense of detailed surveys while enabling quick response to customer concerns.
Quarterly IVR Diagnostic Analysis
Take the guess work out of optimizing IVR applications with the expertise of West Interactive's award-winning team of business analysts. Drawing on decades of experience, our analysts begin with a thorough analysis of IVR design and usability. They move on to a review of IVR call flow and prompts, customer contact patterns and a review of the points at which customers are hanging up or transferring to an agent. Customized recommendations are created to streamline IVR call flow, optimize call routing and enhance the overall customer experience. The process is repeated each quarter to measure improvement and to ensure the IVR application performs at optimal levels.
Survey Design and Analysis Consulting
Receive clear, concise feedback from customers – no matter the touch point – with the help of West Interactive's team of survey analysts. After gaining an understanding of an organization's goals and products, analysts tailor surveys for each customer touch point, working to ensure questions are clear and unbiased. Once the survey is active, analysts monitor and measure performance, optimizing and adjusting where needed. Using advanced analytics, analysts examine key drivers behind survey scores, then develop strategic action plans to improve the customer experience and reduce contact center costs.
Customer Surveys
Insight Captures Customer Sentiment to Increase Brand Loyalty
A powerful survey solution, Insight Customer Intelligence can deliver surveys through multiple media channels, within any time frame, to best reach your customers. A user-friendly Web portal offers the ability to view and analyze survey information in real time, within customizable views. Data is delivered immediately, and in the customer's own words, allowing for the true voice of the customer to be heard.
Information collected with Insight is reliable and an actionable source of customer intelligence. With it you can:
- Evaluate customer service interactions to ensure quality is maintained and policies are followed
- Act on real-time results to immediately provide training and coaching to a specific customer service representative
- Effectively analyze survey data with more than 20 out-of-the-box reports and chart types
- Save at-risk customers through a sophisticated action alert and management system
- Save time through easy-to-use survey reporting management feature
- Reach customers via multiple channels
- Inbound IVR post call - Callers opt-in before being transferred to an agent
- Outbound IVR - Can be performed for a variety of assessments, from agent or field service interaction to general company research
- Email/Web - Customers can receive a survey invitation via email, or a link on your website
- SMS - A targeted, mobile means of reaching customers quickly and effectively
Benefits that drive results:
- Fewer repeat calls via the ability to immediately coach agents on problem areas
- Improved customer service performance by quickly addressing service issues
- Improved customer sentiment by quickly spotting trends and making adjustments
- Streamlined processes through dynamic "Mini-CRM" action management system