Contact Center Solutions Featured Article

August 01, 2008

CallCopy's cc: Survey to Help Companies Gauge Likelihood of Online Product Promotion

By Raju Shanbhag

TMCnet Contributor

Seeking a way to help companies capture data and measure the percentage of customers that would actively promote products and services to their social networks, CallCopy (News - Alert) has released its customer survey system, “cc: Survey.”

The survey provides companies the ability to develop multiple customized surveys through a Web-based interface as it is available as a stand-alone hosted application that can be integrated with CallCopy’s cc: Discover suite of contact center applications, according to the company.

Callers can be transferred from a contact center’s phone representative into the survey system to complete the surveys, according to the company. To participate in surveys independent of the contact center, they can also dial a toll-free number, company officials say.

In case the remaining survey questions are not completed, the software can be configured to flag a survey as complete after the NPS question has been answered, officials say. With this, even unfinished surveys that might have useful data can be saved to help generate a more accurate NPS, according to the company.

Organizations can decide on which respondents are promoters, passives and detractors, by asking the question, “How likely is it that you would recommend this company to a friend or colleague?” By drilling down to specific metrics, companies can better understand the percentage of people who selected each response, with the help of Web-based reporting capabilities in cc: Subtracting the percentage of detractors (0-6) from the promoters (9-10) will produce the NPS. Companies will now be able to compare survey results to Automatic Call Distributor reports as they get reports on survey completion rates, CallCopy says, and this helps them to decide on sample populations.

Customers can complete the surveys over the phone or online, according to the company. To weigh sections and surveys according to the needs of a center’s staff and clients, survey questions, like the NPS question, can have dynamic point values assigned to them.

“Customer referrals are an excellent driver of new business, particularly if you can earn them consistently,” said Ray Bohac, president and chief executive officer of CallCopy. “cc: Survey is the ideal tool for measuring a company’s Net Promoter Score, providing the interface and backend reporting capabilities to help companies capture and measure the impact of customer feedback. With the data captured in cc: Survey, companies can better understand how loyal their customers really are, and use the information to improve customer referral rates, as well as customer retention and service.”

Raju Shanbhag is a contributing editor for TMCnet. To read more of Raju’s articles, please visit his columnist page.

Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users. Today’s featured white paper is The Compelling ROI Benefits of Contact Center Quality and Performance Management Technologies, brought to you by Voice Print International (News - Alert).

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