Are you listening to your customers? Want to improve customer satisfaction? Echo is a Web-based application for customer feedback and reporting designed to help companies continually improve the service they provide by collecting the voice of their customers. By bringing the voice of the customer into your organization Echo helps you quickly identify gaps in service and processes.

It is a flexible solution and is easy to integrate into most existing systems. Customer opinions are gathered by e-mail, chat, outbound calls conducted by live agents, or after call IVR surveys. Echo surveys are direct and focused. It enables agents to improve based on feedback directly from customers they serviced. You can track service breakdowns, recover, and re-survey; find reasons for dissatisfaction, effectiveness of products, policies, and processes. So what do your customers think of you? Echo reporting system allows you to view customers' reactions in near real-time and actually hear their comments. Echo offers over 100 reports, within four main categories: at-a-glance reports, supervisor reports, agent reports, and analytical reports.

“We're a group of dedicated and passionate call center-focused professionals, determined to find better ways to monitor service quality, improve service delivery and streamline the connection of businesses to their customers. Echo by BenchmarkPortal, Inc. was developed specifically for Contact Centers by Dr. Jon Anton—a recognized leader in contact center research, benchmarking and consulting—and Anita Rockwell, a leading service advocate and 20-year veteran of service leadership and change management consulting.”

Most companies try but often find it difficult to translate customer opinion into internal programs that promote or support better service delivery. By utilizing Echo, real-time feedback is channeled directly from the customer to front-line customer service representatives (CSRs), which results in CSRs being able to self-correct gaps in the service they deliver on a daily basis. Management can get the results on how their customers are feeling in real-time and not have to wait for a 6-month corporate survey.

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