Staffino helps to boost your contact center performance and optimize your approach to Quality Assurance. It has been developed to provide contact center supervisors with authentic feedback on specific staff in a new, engaging way.
The actionable feedback brings valuable business insights and ideas for improvement. Staffino allows you to respond to customers and solve any problem immediately, securing your customers' loyalty.
Your callers will be sent an e-mail or a text message after each call (or after a batch of calls). Â In comparison to IVR or recalling, the data show that Staffino has very high conversion rates of up to 25%. On average, 80% of all feedback is positive. Case studies prove that real-time sharing of positive feedback with each agent improves working morale and boosts agents' motivation.
This solution shows trends, monitors the best performing agents, and identifies those agents who require retraining in a specific area. You can also see how managers handle feedback - via their response time and rate.
Staffino helps to
Feedback request via email or SMS
Send requests for feedback after each call or do so in batches.
Use a different feedback request template depending on a touchpoint, channel, or reason for a call.
CSAT and NPS add-on
Get even better insight thanks to CSAT and NPS metrics.
Direct in-app communication with callers
Reply to a caller as soon as you receive feedback and keep them engaged.
This is a powerful feature to manage customer dissatisfaction.
Progressive feedback analytics
Check on performance in detailed reports.
Advanced feedback management
Tag the received feedback, mark it, share it, and even add notes.
Discuss the feedback with other managers and agents to collect additional information and improve response times cooperatively.
Happiness module for agents
Give your agents access to their own accounts and display positive feedback to secure recognition and motivation.
Microsoft Dynamics and SAP integration
Connect Staffino with your CRM system for seamless data import of requested feedback.
Full automation or easy to start and use
Import your own caller XLS or CVS database and trigger the mail-out of feedback requests manually, or automate it by integrating Staffino with your CRM.