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QPC Feedback

qpc-reflex

QPC Feedback

Customer-level satisfaction tool to target specific customer journeys and understand customer feedback.

QPC Feedback enables you to pinpoint the drivers of customer experience so you can design your customer transformation based on what is right for the customer, improve retention and drive more tailored agent remuneration and development.
In real-time survey data tied to actual customer calls for use within the contact centre by Team leaders and Ops Leaders to identify and rectify performance. Improving retention.
The ability to tie customer satisfaction directly to agents to drive accurate remuneration
Ability for agents to self-analyse their performance by identifying and reviewing good and bad calls
A data set that enables you to see the granular link between survey responses and specific parts the customer journey. So you get an end to end view of the drivers of customer satisfaction
Insight that can be used to size and prioritise your customer transformation activity
Understand the indicators of dissatisfaction and have the QPC Feedback data available to monitor and track these indicators across the whole customer base to provide a more comprehensive and representative view of satisfaction rather than just being relevant upon the CSAT scores as the only measure

QPC MIG intelligently collects and interrelates, in real-time, all customer interactions, from each and every customer, from across your entire contact centre ecosystem, into a single string of information. It makes this data available to QPC Feedback to drive your voice of the customer surveys so you can align them to specific customers experience, agent and operations to provide comprehensive customer experience diagnostics.

If you are grappling with issues like this QPC Feedback is the solution:

  • How do I truly understand what customer experiences and operations are driving customer satisfaction?
  • How do I get the insight from our voice of the customer programme that enables us to prioritise our customer transformation?
  • How do I ensure agents are fairly remunerated based on their impact on customer experience?
  • How do I tailor agent training based on their specific strengths and weaknesses?
  • How do we translate and connect board level customer metrics with the operation?

What’s the problem?

Net Promoter Score (NPS) and Customer Satisfaction (CSAT) are fast becoming the language of c-level execs and customer operations but often it’s difficult to understand what changes happen in the operation that affect the customer experience metrics for better or worse. Often meaning that businesses fail to build on positive results in a linear way. Or rectify the real drivers of dissatisfaction.

Often business metrics contradict. For example a low average handling time (AHT) can signify a positive result for the business but mask a dissatisfactory customers’ experience. The devil is in the detail. The impact of processes on the relationship of cost, revenue growth and customer experience remain hidden. We call this understanding the balance between cost and customer experience customer effort score (CES).

Wouldn’t it be great if?

  • Wouldn’t it be great if you were able to really diagnose the factors which influence customer satisfaction and then do something about it
  • If you could truly understand how to get that harder to achieve incremental improvement in NPS or CSAT scores
  • If you could empower your agents to self-review their positive an negative interactions
  • If your agents remuneration was directly related to their impact on customer experience rather than that of the performance of the whole system
  • If you could increase the frequency, coverage and timeliness of customer feedback
  • If you could link your feedback data with not only all the customers interactions across your organisation but any other piece of data
“Operationally this solution has enabled us to do a lot more on the back of the survey, deploy real-time coaching, more accurate and fair performance management, identify training and development needs and critically respond to a customer in real time on the back of that survey to resolve issues.”

“Our problem was we didn’t have any granular interaction data. We had a NPS feedback solution that was delivered by email and triggered by any customer interaction. The triggered times varied and were often sometime after the contact because of the time to persist data to our CRM. We wanted to look at the customer experience in more detail; good vs bad conversations, the impact of people, process of technology on the customer experience. But we just didn’t have enough data, or confidence that the feedback could be tied back to a specific interaction. We needed a more timely, granular and accurate solution to drive insight and agent remuneration.”

Senior Customer Performance Manager at leading Telecoms provider

How it works?

QPC MIG data engine collects customer interaction data across multiple technology platforms, namely ACD, CFR, IVR and CRM systems, in various formats and joins them, standardises them, and makes them operationally actionable. This is the heart and brain of our QPC Advantage solutions suite.

We can integrate any data that is useful to understand and improve the customers’ interaction with your organisation. We can link this unique customer interaction data to survey responses or to drive surveys by integrating with your survey tool via a unique customer key.

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