Staffino .. ST
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 psychological issues and 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.
Staffino allows our customers to share their insights. Our managers get a precise picture of what customers appreciate and where to improve. Staffino is a modern tool to measure customers’ satisfaction, which has helped us collect 10 times more feedback compared to the survey tool we used before.
Online Sales and Service Operations Manager, O2
The insight and engagement with our citizens that Staffino gives us have helped reduce avoidable contact, speed up resolution times, and ensure that no one falls through the gaps in our channel shift to digital. The positive customer feedback we have received has also had a huge impact on our employee morale and engagement.
Customer Services Manager, London Southwark Council
For us, it’s a completely new channel, helping us to retain our customers. Thanks to its simplicity, and ability to discuss internally every single case directly in the app, we are able to retain 70% of all customers that are identified as likely to leave.
CS Operations Specialist & COPC Auditor, Orange
We were pleasantly surprised that most of the suggestions are not just negative comments but relevant suggestions to improve our services. Thanks to Staffino we have quick and specific information about the work of each employee.
Director of Call Center, E.ON CZ