Call Metric Management Solutions
It is important to note that, from the customer’s perspective, “service” begins at the initial point of contact – that’s when the phone is dialed. Any contact delay – too many rings, a busy signal, cumbersome IVR - will have an impact on the perception of the level of service provided in the interaction. Our Call Metric solutions include:
• Response measurement reports
• Call center efficiency monitoring
• Marketing ROI data
• Lead generation assessment
• Unique and repeat caller data
• Abandoned caller remarketing
• Client/prospect insight with
demographic data appends
• Response statistics for strategy
• Easy implementation – no IT, IS or
software
How Call Monitoring Works
MainTrax utilizes call monitoring to continually measure response results – from the time of dial to call-center live-person connection. MainTrax is able to assure your customers are receiving the level of service they expect, that you demand and we have promised.
Call monitoring starts with some sort of call to action – a bill or statement, an EOB, a letter – some message asking your customer to contact us. The moment they pick up the phone and dial or respond to a web-link we know.
From the data gathered by tracking these actions, MainTrax understands any delays - and implements the appropriate corrective actions. This data and subsequent remedial actions become part of the reporting and QPS process
What Call Monitoring Delivers
- Daily eMail Status Reports -
To Constantly monitor results
- Comparative Reports -
To Measure effectiveness- Ongoing Observations -
To Adapt to drive optimization- Cumulative Reports -
To Identify and understand opportunities
- Project conclusions and summaries -
To Free-up or eliminate analyst’s workload
