Customer Retention

Customer churn is another major problem that transactional feedback can help with. You can identify churning customers by asking them about their recent experience with your agents. With the help of Staffino, you’ll be able to detect retention cases linked to your agents’ performance directly and also the ones that are unrelated to your agents, as customers like to express themselves when given the chance. Read our blog covering customer churn here.

• Saving cost
• ROI calculation available
• Quick results

First Call/Contact Resolution (FCR)

FCR tells you how many customers were able to resolve their request completely during the first contact with your contact center. Low FCR rates result in higher costs for your contact center and also have a negative impact on customer satisfaction and thus your company’s revenue. Staffino will help you measure your FCR rate and find the reasons behind your score.

• Saving cost
• Impact on revenue
• ROI calculation available

Agent Performance

Agents talk to your customers every day and their performance has great enough impact on your business and brand not to keep track of it. Staffino dashboards give each supervisor a real-time performance overview of each agent, making it easy to identify under-performing agents and look what’s behind their low scores thanks to written feedback. Refocusing training based on customer feedback and using employee motivation, recognition and engagement via Staffino will help you boost agents’ performance and improve all the other aspects affected by it. 

• Saving cost
• Impact on revenue
• Quick results

Process Improvements

Transactional customer feedback with the help of Staffino’s semantic engine will reveal the strengths and weaknesses in your processes as well. Recognizing both, the ones that are working well and poorly, will help your managers make data backed decisions and allocate resources adequately.

• Saving cost
• Impact on revenue
• Quick results (partially)

Cross-sell / Up-sell

Thanks to feedback, you may find out that you’re missing on revenue. It happens more than you’d think. The agent either forgets or gives inaccurate information to the customer. Staffino makes it easy for supervisors to detect errors like this and make it right. The collected data will also help you understand the difference between customers complaining about up-selling or thanking for it.

• Impact on revenue

Customer Satisfaction & Loyalty

All the previous aspects affect either Customer Satisfaction or Loyalty. Both of them can be measured by CX metrics, CSAT (satisfaction) and NPS (loyalty). Rates of these matter because they have a great impact on your company’s revenue. In transactional surveys, Staffino recommends using CSAT to measure customer’s satisfaction with your agents and combine it with written feedback that will reveal the reasons behind any score.

• Impact on revenue
• ROI calculation available