DATATEX DYNAMICS, a telecommunications software company specialising in call recorder solutions and telephone management systems, is able to provide instant feedback from a client's service and sales experience through the utilisation of its JIBE tool.
"The JIBE survey module is a powerful add-on tool that is fully integrated into the Agent Quality Management (AQM) module of Amethyst*, our industrial strength call recorder that provides organisations with a vast amount of useful client information, including instant feedback from its customers with regards to such things as service, sales follow-up and product queries," explained Johan Landman of DATATEX.
"One of its key differentiators is that it provides instant feedback to supervisors and managers through its Red Flag module. As one would expect, reports are available that provide an analysis of the survey feedback; however, with JIBE, the moment a survey is completed, a Red Flag pops up on the supervisor or manager's screen with a direct link to the Amethyst recording, the survey result and any message the customer has left while completing the survey.
"Thus, the benefits that accrue from the utilisation of this module are numerous and are all orientated to increasing the efficiency and effectiveness of a contact centre," continued Landman.
These include:
* The ability to accumulate valuable information without involving the employee or agent;
* The ability to identify and prioritise voiced needs and wants;
* Improved response times;
* A reduction in social desirability bias where people report in a way that will be viewed favourably by others;
* The capability to prioritise issues and developments; and
* The elimination of the need to run e-mail or costly mobile messaging surveys.
"In addition, the survey module facilitates the capability of customising products, services, add-ons and features to meet the needs and wants of the customer, as it takes the caller through a personalised series of questions and also allows them to leave a message at the end of the survey," concluded Landman.
* Amethyst is DATATEX'S Web-based call recording system and quality management tool specifically designed to meet the needs of customer-facing contact centres, whether outsourced or managed in-house.
For further information, please contact Johan Landman: 021 592 4033; e-mail: johan@datatex.co.za.
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