Call Centers

“Are your reps resolving issues on the first call? (FCR)”

Did you know that the absence of First Call Resolution has been found to account for a minimum of 30% of a contact centers’ operational costs. By focusing on this issue you will get the best of both worlds – improved productivity and improved customer satisfaction. Utilizing Mindshare’s customer feedback system, your customers will tell you if you were able to resolve their issues on the first call and if not, why.

“How can I reduce customer churn?”

Stop losing clients over service lapse issues. Improve customer service by having your customer’s validate your training program and provide real-time feedback per agent to help mitigate customer defections. Instant alerts and robust reporting make it easy to see performance of your contact centers in real time.

“How to more effectively perform quality assurance within my contact center?”

Eliminate the need to listen to numerous calls per agent and perform extensive quality audits. Mindshare will send you instant alerts to notify you of poor customer experiences, aggregate customer responses by agent for coaching and recognition, and compile all comments and audio files for an easy to access repository to make your quality assurance efforts more effective.

“What’s the difference between my current quality efforts and Mindshare?”

Two things separate Mindshare from other quality control systems. (1) The person grading the report card is the actual customer, and (2) the information is collected in real-time. Other quality methods, such as “ghosting” calls or recording calls for later analysis have benefits and weaknesses. Mindshare overcomes those weaknesses by providing objective customer perceptions immediately following their experience.