Staffino .. ST

Staffino .. CX Made Smart

Collect customer feedback and valuable insight to improve your operations. Your customers will feel heard and valued, and your call center will benefit too. Thanks to complex (yet easy to read) dashboards, call center managers will be able to improve processes, engage and motivate agents through gamification, and more. Staffino enables you to detect additional retention cases that would otherwise go unnoticed ..

2Ring Staffino Feedback Service 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 members in a new, engaging way - your customers will be sent an e-mail or a text message after each call/chat conversation.

Case studies prove that real-time sharing of positive feedback with each agent improves working morale and boosts agents' motivation.

Increasing agents' motivation can also lead to significant savings, reducing voluntary attrition rates, as agents tend to leave their job often because of a lack of motivation, low recognition or because of stress. Thanks to increased agent motivation, one of our clients reported up to a 4% decrease of voluntary attrition in 2 years after the Staffino deployment, as can be seen in the graph below. 

For this particular client, a rough internal estimate on cost savings thanks to the lower voluntary attrition was around $550,000 over a 2 year period. This helped operations focus on other root causes of attrition, minimizing costs on initial training periods of new staff, for instance. To learn how this solution could benefit your business, we invite you to schedule a demo below or reach out to us at info-na@2Ring.com. 

Agent Turnover  


High agent turnover is one of the major problems at call centers. Agents tend to leave their job often because of stress and a lack of motivation, recognition and engagement. Staffino’s Employee Engagement and Motivation module can help reduce the effect of these root causes on the agents, therefore decrease agent turnover and save your contact center costs related to recruiting and training new agents, as well as unproductive time of the newcomers. See a case study here.

+ Saving cost

+ ROI calculation available

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 underperforming 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

 
Why Your Contact Center Needs to Collect Feedback on Agents
Blog   Jun 24, 2020 :   Collecting feedback on each agent’s performance after every customer interaction will open new ways for your company and contact center to improve quality, increase revenue and save costs. More
Agents’ Performance Check Reveals Undetected Retention Cases
Blog   Jun 04, 2020 :   Companies lose revenue because of customer churn - customers who either stop purchasing products and services from your company or switch to a competitor for various reasons. More
Call Centers Lowering Attrition and Saving Costs with 2Ring Staffino
Blog   Apr 14, 2020 :   In this blog post, we will focus on a telco client that was able to lower voluntary attrition at their call center by using Staffino’s Employee Engagement module for higher recognition and motivation of agents. More
8 Reasons to Use 2Ring Staffino and Not IVR Post Call Surveys
Blog   Jan 21, 2020 :   IVR and 2Ring Staffino email/SMS post call surveys may seem comparable with their easiness of execution and low cost. However, there are some significant differences that you should know about. More