Archive2014 (1) June (1) True Insight 2013 (9) July (1) SEEKING FREELANCER (REMOTE WORKER) - PYTHON DEVELOPER May (1) This is how our customers regard us - I think! March (3) The Evolution of your Contact Centre starts here.... Happy Customers - Who Could Want More? The Life of a Telephone Call February (1) Want to turn your Call Centre into a Profit Centre? January (3) Performance Telecom introduces a Multi Media Customer Satisfaction Survey Performance Telecom Office Relocation 2012 was an exciting year for Performance Telecom 2012 (26) December (1) Progress catches up with technology and gains the Parlimentary seal of approval. November (2) Performance Telecom invited to the Houses of Parliament. The North West Contact Centre Awards 2012 : Videos Now Live October (3) Performance Telecom gold sponsors of the Call North West Awards 2012 Successful Debut at Call Centre Expo Performance Telecom sponsor the European Call Centre and Customer Service Awards 2012 August (1) Opportunities for the disabled July (1) 'Citius, Altius, Fortius' June (3) Further expansion see's new head of Telemarketing Apple iCloud helps us all Euro 2012 - are we really happy with team selection? May (4) Performance Telecom expand Sales and Customer Service PT delighted with Hatfield House feedback PT to be main sponsors for the inaugural London & South East Contact Centre Forum Awards PT to preview new services to top customers March (3) PT to exhibit at Stanstead Call Centre and Customer Services Summit Performance Telecoms MD to Judge at European Call Centre Awards 2012 New Customer Services Team Member Starts Today February (3) PT Confirmed as Lead Sponsor for SECCF Awards New Marketing Co Ordinator Joins the PT Marketing Team PT Sponsor European Call Centre & Customer Service Awards 2012 January (5) Ofcom failing both the consumer and industry while mobile networks continue blatant NGN rip off Another New Team Member Joins CS Performance Telecom to exhibit at Call Centre Expo 2012 PT Complete £250k installation for Motability Operations PT to exhibit at Forum Events - Call Centre & Customer Services Summit 2011 (13) November (4) Government look to promote home working Home working can help to attract higher quality staff. Customer Loyalty is top business priority. Performance Telecom is proud to be the chosen partner of Guthy - Renker UK October (7) Have you considered flexible working on-demand this Christmas? Performance Telecom announce the appointment of Adrian Teasdale as new Chief Technical Officer. Introducing the new Multimedia Customer Satisfaction Survey. The iPad Challenge... PT at the Call Centre & Customer Service Summit See you at Call Centre Expo... Performance Telecom strengthens board to drive growth. September (1) Job Opportunity: Frontend web designer / developer February (1) Accurate, instant customer feedback from Performance Telecom 2010 (5) November (5) Royal Caribbean Choose PT... Automated Telecoms... Performance Telecom Launch New Look Website... No Capital?.... No Problem! Performance Telecom Present Tariff Union...
It is well known that the only true insight a company can receive on customer satisfaction is by asking the customer directly. Millions of pounds are spent each year by companies performing surveys over the phone, by SMS, by email, in the street and yes, by post.
We also know there are lies, damn lies and statistics, yet many business are run on decisions made by poorly constructed surveys that yield metrics with more holes in than a packet of polos.
So let’s be professional. With real time call survey technology and industry benchmarking metrics like NPS (Net Promoter Score), APS (Agent Performance Score), CES (Customer Effort Score), and FCR (First Call Resolution) available to small companies as well as the larger call centres, we can all start to measure accurately and therefore management more effectively.
Drive Satisfaction is a leader in this field, helping companies support each individual and raise their game, aiding them to work within the team improving customer experience which ultimately affects the bottom line. Drive Satisfactions unique ‘cherry blasting' formula designed to stop agents from ‘cherry picking’ the best customer feedback, as well as its complaint handling system that helps to turn a customer’s negative experience into a positive one, has set itself up to be a game changer across industries. Once and for all we can lay the guessing aside and accept that the only feedback that genuinely counts is the feedback from our customers and that this feedback is accessible, affordable, and to be competitive today, it is essential.
While gaining a true insight into customer behaviour can be scary for most agents and managers as it takes away their ability to manipulate figures for their personal benefit, ultimately a system that engages people has proven to be far more rewarding and unleashes the true potential of your team as the whole group uses the true insights to focus on improving your customers experience.
Chat with us to learn more. Call 0330 303 4321.