SkyCreek and eTouchPoint Solution Replaces Incumbent at 2,000-Plus Seat Telco Call Center for Customer Feedback Management
Mechanism of Outbound Survey and Enterprise Reporting Features Cited as Key Reasons - Existing Agent Assisted Surveys Seen to Have Bias
Herndon, VA (PRWEB) April 5, 2009 -- SkyCreek Corporation, powering IVR transactional surveys for eTouchPoint (www.etouchpoint.com), announced today that it has been chosen to conduct post-transaction, outbound IVR surveys for a leading Fortune 500 wireline communications provider. The SkyCreek/eTouchPoint program collects and delivers daily customer feedback on dozens of call center locations and thousands of frontline employees. eTouchPoint's web-based dashboards and scorecards, available to stakeholders at all levels of the service organization, show employee scores, trends, and rankings based on feedback provided by customers. The solution also identifies frustrated and at-risk customers and generates alerts for customer recovery action.
The SkyCreek/eTouchPoint solution replaces a program where call center agents manually transferred customers to an IVR survey system. This approach was delivering low response rates while introducing the potential for agent bias. With the eTouchPoint program, customers receive an automated outbound call within 24 hours of the service interaction with an agent. This approach offers:
| | - Improved response rates and the collection of thousands of customer feedback surveys each day
- Dashboard reporting at the company, division, location, and frontline employee-levels
- Employee coaching scorecards that link feedback to customized training content, available 24/7
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Chip James, president of eTouchPoint, states "Collecting and leveraging customer feedback is a difficult challenge for every service organization. Our end-to-end solution addresses these challenges by capturing valid, timely feedback from customers while providing the tools to influence agent behavior and retain at-risk customers."
According to Jack Fleming, VP of Business Development at SkyCreek, "We continue to demonstrate to large call centers the power of our solutions in collecting customer feedback and using the information to drive change at every level of the service chain."
About eTouchPoint
Established in 1997, eTouchPoint is a pioneer in utilizing business intelligence and customer experience management methodologies to help companies improve their bottom-line through improved customer retention. Built on enterprise-level feedback and battle-tested in Fortune 500 environments, the eTouchPoint platform helps large service organizations monitor, manage and improve millions of customer touchpoint performances consistently and accurately. For more information, please visit http://www.etouchpoint.com.
About SkyCreek Corporation
SkyCreek brings over a decade of unmatched experience in delivering proactive enterprise-class customer IVR solutions and services to today's customer service organization. As pioneers in automated customer contact customer contact, SkyCreek continues its tradition of creating value through voice and data delivery options to help make the most of the interactions between a company's internal systems and its customers. In addition, with eTouchPoint as a strategic partner, SkyCreek brings a truly innovative, on-demand response to the business challenge of customer experience management. For more information about SkyCreek, please visit our website at http://www.SkyCreek.com.
Press Contact:
Shamik Ghosh
703 834 8027
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