As contact centre manager, you are responsible for always delivering high quality to your customers and ensuring they are satisfied with your services. To monitor the quality of your services, we offer a Software as a Service solution with a flexible pay-per-use model. You pay a non-recurring setup fee as well as a fixed price per survey. We can bill your usage of the voice portal with a pay-per-minute model, too. As an alternative, our solution is also available as an installed system on-site.
Our system allows for directly transfering callers from the contact centre to our voice portal. There, the caller attends to a survey that you set up before. Alternatively, the system can call your customer. The survey can be operated with voice and or input via the telephone keyboard and offers context sensitive help. You have access to a comfortable web console, where you can create and administer your surveys and also analyse the results with comprehensive graphic charts. It is also possible to export all data.
- 24/7 operation either hosted by Excelsis or as installed solution
- Versions with prompts in German, English, French and many more
- Outbound and inbound
- Immediate information on your service quality
- Way of showing your esteem towards your customers
- Economic instrument for your continuous quality management
- Possibility to adapt your quality measures quickly
- Methodical monitoring of service levels
- Easy realisation of large surveys
- Effective monitoring of external call centre providers
- Easy monitoring of the effects of quality measures
- No delay compared to written surveys
