Our Comprehensive Feedback Intelligence division conducts comprehensive telephone interviews, real-time pulse surveys, quality monitoring, and mystery shopper calls/emails.
Comprehensive Telephone Interviews – Gather highly qualitative customer satisfaction and loyalty data not readily available through other means, by asking open-ended questions and having our interviewers interact with your customers to maximize the value of the data.
Real-time Pulse Surveys – Measure service delivery in real-time to receive ongoing satisfaction metrics. TCFCR distributes web-based surveys, which allows you to obtain a pulse reading on satisfaction for the department. This enables you to get a continual read on satisfaction and loyalty metrics by representative, brand, category, etc.
Our Comprehensive Feedback Intelligence division isn’t just for surveying your customers!
Quality Monitoring – Have your calls and emails monitored from an independent and objective perspective. Compliance is essential when you monitor calls and emails internally; however looking at the interaction from the customer’s perspective is also imperative. TCFCR’s proprietary Quality Monitoring is based on concepts from The Welcomer Edge: Unlocking the Secrets to Repeat Business, and will provide you with objective analysis and recommendations for service and process improvements.
Mystery Shopper Calls/Emails – Gain unique data as our interviewers contact your call center, posing as a consumer. Our associates recall details and evaluate service delivery and report on performance in a format which takes into account important customer service criteria. Our mystery shopper evaluations also assess representatives’ soft skills and gauge their ability to effectively convey accurate information and improve the customer experience by building rapport. This process also includes mystery shopping your competition to uncover invaluable competitive insights.Get Started Learning More About Your Customers Today!