Can you really prove that your customers are satisfied with your contact centre?

Through ATIO`s evaluation services you can!

Stand a chance to win a FREE one-month evaluation of your contact centre by entering the ATIO Contact Centre Evaluation Competition. Simply click onto http://www.itweb.co.za/office/Atio/evaluationcomp.htm and complete the questionnaire - we will announce the winner on 16 May 2003.

Improved customer service was one of the major selling tools when we first started talking about call centres. Since then, technology improved and terminology changed. We moved from the call centre to the contact centre, where technology is capable of catering for interactions across a wide range of mediums, including face to face, telephone, fax, e-mail and even SMS.

The contact centre became the cornerstone for customer relationship management (CRM). However, many CRM implementations continued to fail - perhaps because too much emphasis was placed on the technology and not enough emphasis on providing a better service to the customer.

A number of organisations claim to measure the performance of their contact centres but base it on how many calls are answered per day, per month or during a specific campaign. They know how many inbound and how many outbound calls have been received or made, but the following questions remain:

* Was the customer satisfied, or dare we ask delighted, with the service?
* What type of experience did the customer have when interacting with the company?
* Did the customer get the information or service he was looking for?

ATIO Corporation, an active player in the contact centre market space for many years, has developed a unique service called "e-valuation". ATIO`s e-valuation service measures the customer`s experience from the outside in - real-time. Through e-valuation, ATIO can report back on exactly how satisfied a customer was on a given day. By simply following a structured and statistically sound methodology, ATIO is able to measure the efficiency and levels of effectiveness of your contact centre immediately and accurately.

Through predetermined measurements, based on agreed-upon standards, ATIO`s e-ValuATIOn will assist you to:

* Improve morale - by identifying your best agents and giving you the opportunity to acknowledge exceptional service.

* Reduce costs - by improving service levels offered, retaining clients and building loyalty.

* Improve skills - by identifying training needs of all agents to improve service offered.

* Broaden sales pitch - seizing opportunities to cross-sell to existing clients and identifying new clients.

We know that better customer service results in greater customer loyalty and reduction in customer churn, with resultant benefits to bottom line profitability. Measuring technology efficiency helps us understand the technology bottlenecks, but evaluating customer satisfaction helps us understand our service quality shortcomings.

Get your contact centre evaluated and start retaining customers for life!