Voice Of The Customer VoC

In today's world, it's more important than ever to hear the voice of your customer. Our team of experts is dedicated to helping you create powerful VoC programs that allow you to connect with your customers effectively. Our data-driven insights give you the edge you need to make decisions that keep you ahead of the competition.

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Customer understanding and insight enable superior service.

We understand the importance of delivering an exceptional customer experience that enhances loyalty. Our approach is simple - handle the call efficiently, treat the customer with respect, and resolve their issue. We focus on objective evaluation of customer interactions rather than subjective agent behaviors like tone of voice. Let us help you create a positive customer experience that sets your business apart.

Assessing the Customer Experience

Ongoing measurements of satisfaction and loyalty can be obtained through surveys, customer churn metrics, and annual revenue changes.

Forrester’s Customer Experience Index (CSI) and Bain’s Net Promoters Score (NPS) are two recognized measures of customer engagement and loyalty that are considered best practice approaches. Sage Solutions can support any tool preferred by the customer.

Whatever methodology is selected for measuring enterprise customer satisfaction and loyalty, it should be done on a monthly basis so that early identification of negative trends can be acted upon.

Accompanying corporate measures should be a call center specific survey that can be completed and reported from site level through agent level. This customer engagement/loyalty score would become a part of the call center scorecard for all levels of the call center organization.

The call center survey should be no more than five questions, one of which is the likely to recommend question, and should be conducted over the channel the customer used to contact the company (e.g., email survey for email queries, online survey at the end of a chat session, post-call VRU survey for voice calls).

Customers should be offered a survey no more often than twice annually.

Results should be aggregated for site leadership and managers and also reported on a daily/monthly basis.

Actionable Analytics

Call centers organize massive data streams into useable information on a daily basis, creating knowledge bases that should drive informed decisions and enable valuable action. The pragmatic appeal of actionable analytics is our ability to use data to transform operations and differentiate service.

Analytics enabling call center decisions and action include:

Performance dashboards/scorecards, enabling us to maintain focus and identify trends at the individual through site levels as well as product trends.
Speech analytics, the ability to analyze every call for customer, operational, product, and competitive insights.
Text analytics, the analysis of electronic content regardless of source; most useful in a technology support center where chat is a common tool.
Predictive analytics, the ability to analyze, model, and mine current and historical data to predict the future.
Social analytics, the ability to collect and analyze data from evolving social platforms, a turbulent space made frothy by hype. Data indicates that customers who engage on social platforms are more intense in their loyalty and drive higher annual revenues per customers than non-social customers.
Customer segmentation modeling, the ability to append historical or known preference data to a customer’s profile and thereby drive treatment options ensuring premium treatment for premium customers whether individuals or businesses.
Multivariate testing, the ability make informed decisions by testing multiple variables and only deploying based on proven results.