Product Spotlight: VocalQ
How many times has a customer service experience left you feeling like this:
Maybe your experience was so poor, you decided to take your business elsewhere.
Now imagine you are the business owner.
Customers are leaving and their chief complaint is customer service. Right now your business measures quantitative call data: how many calls are received, how many are abandoned, how many rings before a call is answered, length of call, etc.
You review that data and it doesn’t tell you much. You can tell if customer calls are being answered right away, or if customers are hanging up before they get through to a live body. It also tells you if you customer service reps are spending enough time on the call to reasonably answer questions and provide support.
What you can’t tell from that data is the quality of the conversation. Are your reps rude to your customers? Are they able to answer the caller’s question, or is more training needed? Is it all your reps, or just one?
You are familiar with the measure of your IQ or your EQ (emotional quotient); VocalQ (VQ) is your vocal quotient. It is the measure of your communications intelligence within your business.
VocalQ, tracks your quantitative and descriptive data, but it provides a deeper analysis of calls made to your business. It records conversations and will alert you on the quality of the interactions between your employees and your customers.
Calls are sampled and benchmarked. Things like the customer having to repeat themselves or reps providing the correct answer to questions can be measured. You can also identify words or phrases that will trigger a message to you.
If you want to know every time a customer says: “I am not happy” or mentions a competitor, you will be alerted. When a customer hangs up, unhappy, after a customer support call, you run the risk of losing that customer to a competitor. You also lose potential customers as well. An unhappy customer will not recommend your business to family and friends.
So, you’ve been notified that a customer called in and said “I am not happy with my service.” Now what?
You can be the hero that saves both your days.
You can swoop in and give the customer a call and say: “I understand you called in for support – I just wanted to ensure that your problem was resolved.” Knowing that it wasn’t, you will be given the opportunity to make it right. You now have a happy customer. And a happy customer doesn’t look for other options.
Click here to learn more and discover your VocalQ!