The powerful management tool for qualitative monitoring customer contacts
The contact centers of the Postbank and ING use for years the service of Comsys the Netherlands if it concerns monitoring customer contacts. The contact center of Postbank Individuals alone processes more than 10 millions live conversations per year.
For settlement of customer contacts the Postbank falls back on direct canals Internet and telephony, as a result of which the telephone consultants are the “business card” of the bank. Jan Raar and Jurriaan Timpen, which both are responsible for automated quality measuring within the organization, find study into customer satisfaction thus of vital importance.
Especially for the Postbank an application was developed, where the role of a live investigator was replaced by a voice-response system. Just before the customer is put through with a consultant the IVR-system is asking if he wants cooperate in quality measuring. The conversation is then connected through to the voice-response platform at Comsys. The customer gives a phone number and thirty seconds after round-off of the conversation with the consultant he is called back for an automated customer satisfaction inquiry. Thus consultants are not extra overloaded and an objective picture of the needs of the customers and the performances of the Postbank locations are obtained. To get a representative picture, the research is wound up if 150 completed inquiries are conducted.
From the most recent Qualitel measuring of Comsys becomes clear that the scores for customer satisfaction burst out now even higher compared to old measure methods.
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