What is ZingEvaluator?

ZingEvaluator is a post IVR feedback solution specifically designed for the purpose of providing client experience feedback as well as encompassing a real-time reporting application for quick intervention.

How does it work?

ZingEvaluator is simple to implement. Customers are asked if they would like to give feedback on the quality of the service they received. If they say yes, their call is transferred to the ZingEvaluator voice server, along with relevant information about the call (agent ID, caller telephone number, etc).
The caller is then presented with a set of automated survey questions and asked to respond using the telephone keypad or via voice recognition. Callers can be invited to leave spoken feedback. This can be triggered by particularly high or low ratings for questions. Data and any recordings of comments are saved and compiled on an ongoing basis.

How does it work?

A range of analysis tools can be used to create graphs or tabular reports for different sets of data, over any specified time period. An optional SMS alerting system alerts staff to responses outside of pre-defined thresholds, letting managers take action wherever they are.
Survey scripts (ie. the questions asked of customers) can be created on-line over the internet. The whole process from set-up to implementation of survey can be done in less than a week. This means that customer satisfaction can be measured almost immediately on any change in service. Once created the same survey can be deployed using both telephone, web and email.

How does it fit in your environment?

The ZingEvaluator service runs 24 hours a day, seven days a week. Because it automates the customer satisfaction survey, it takes up a minimal amount of contact centre management and agent time. Another advantage of an automated survey is that customers do not feel pressured to state anything but the truth about their experience. Feedback is also more likely to be accurate as their opinions are captured straight after their contact centre interaction.
The captured data is available immediately after the survey has ended, providing an ongoing, real time picture of customers’ experiences of the interaction quality with the organisation. Analysis and monitoring can be done on any PC with a browser and an Internet connection. You just need to enter a user name and password. ZingEvaluator is provided as a service and is paid for on a per use basis. This puts this type of quality management tool within reach of all organisations regardless size and budget.

Summary

Our post call survey solution enables you to establish an automated process of receiving call centre customer feedback. This automated solution has an excellent ROI via significant savings that occurs by automation, quality improvement, and customer and employee satisfaction. In the end it helps you to reduce operating costs and ensure that your customers have a positive experience when interacting with your contact centre representatives.

What is the cost?

Download our customer contact centre configurator (.xls) and calculate the cost of your Zing contact centre.

Capex vs Opex

Need a business case for your Zing hosted contact centre? Download our TCO calculator (.xls).

Request a live demo?

Request a demo and see the benefits of ZingEvalator.