APECS® Contact Center
You probably already have a good grasp on how well your customer contact center does in terms of productivity and up-sell effectiveness, but do you know how well it is meeting your customers’ expectations?
That’s where APECS® comes in. Using APECS® Customer Contact Center to drive improvements in customer satisfaction can transform your contact center from a cost center to a profit center.
With APECS® Customer Contact Center, we separate the feedback process from the actual call your customer placed to you. After all, how many of your customers want to spend more time on the phone just to complete a survey? Instead, The MSR Group calls your customers approximately 24 hours later to find out how well your customer contact center met their expectations.
Why do we do it this way?
- You get better response rates by not asking your customers to stay on the phone longer.
- Your customers have time to process their interaction with you, but are still contacted quickly enough to recall details.
- We reduce the burden (and gaming) that comes from having your contact center representatives invite customers to complete the survey.
- No additional menu prompts or modifications are necessary for your call-handling software.
Like all APECS® feedback programs, your results are available to you and your team via the APECS® Performance Monitor. Your Performance Monitor is a powerful and easy-to-use tool that enables you to both track performance and drive improvements. Plus, you can compare your organization’s performance to national and regional norms for benchmarking.