The software will provide customer service managers with real-time data about how customers are responding to the efforts of MyFeePlan's representatives.
Fort Worth, TX (PRWEB) February 06, 2013
MyFeePlan has installed software into their customer service system that will provide them with real-time metrics documenting how they can improve their customer service standards, company officials said.
“Right now we are relying on anecdotal data to monitor the success of our customer service initiatives,” company spokesman Josh Fraser said. “But we want a more accurate way to monitor what we are doing right, to discover in what ways we need to improve.”
The software will provide customer service managers with real-time data about how customers are responding to the efforts of MyFeePlan's representatives, the company said. In addition, it will provide daily graphs documenting customer satisfaction rates.
“It would be nice if we could just assume that we are delivering high quality customer service to every single customer, every single time,” Fraser said. “But we know that there are ways we can improve what we do. We just need to identify them.”
Once the software identifies patterns of problems, the company will create new training initiatives to make sure they don't happen again in the future.
“You can't fix something until you know what's broken,” Fraser said. “This system will help us diagnose problems so we can fix them before they hurt our company's reputation.”
The software is scheduled to go online the second week of February, the company said.
“We are training our managers on how to read and react to the data right now,” Fraser said. “As soon as that training is done, we'll have the software up and running.”
MyFeePlan.com is a customer service solution for public records services like background checks, vehicle history reports, criminal checks, driving records, arrest records, etc. They provide 24/7 live chat and phone support with REAL, professional customer service representatives.