Customer feedback for Call Centres

• Identify key topics arising from dispersed comments across call centre operators, where no single person will identify these trends
• Focus on customer attitude and quality issues, not just basic call centre metrics of answer time and call duration
• Identify the drivers of dissatisfaction and churn from call centre conversations
• Trigger post-call IVR feedback capture to gather customer attitudes immediately after their call centre experience. Automated voice transcription from Feedback Ferret cuts costs and gives you fast understanding of any issues arising
• Distribute feedback insight through online dashboards to call centre team leaders, managers, trainers and client service management
• Enable direct follow-up to individual customers where appropriate