With our online services, you can measure everything from the quality of incoming calls to conversion rates, analyze and compare data, and receive answers to countless questions about the operations of a customer service center. The integrated web services offer completely unique analysis tools that have been developed and evaluated over a long period of time, and that are proven to deliver very good results.

The user-friendly interface presents data in simple and easily understood formats. Customer service employees can see their individual results and compare them to the team’s in a fun way with elements of gamification. Team leaders can make important and well-founded decisions, with more time for coaching instead of chasing up numbers. Indicate me enables you to upgrade your customer service to version 2.0.

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Effect

Efficiency and productivity are central to successful customer service work. Effect helps you optimize staffing and raise service levels.

Functions

  • Productivity
  • Efficiency
  • AHT (Average Handling Time)
  • Absence
  • Employee turnover

Quality

Our customer satisfaction index (CSI) provides a measure of the quality of customer interaction. This service enables analyses and gathers all interaction with customers, who also rate the service they receive.

Functions

  • Customer Satisfaction Index (CSI)
  • Net Promoter Score (NPS)
  • Customer Effort Score (CES)
  • Comments and recordings
  • Sort all recorded conversations by CSI rating

Value

Customer service has increasing responsibility for sales with a focus on winning back custom. Use our Value tool for increased upselling with a competitive element.

Functions

  • Upselling
  • Offer rate
  • Conversion rate
  • Commission
  • Competitions

Log

By logging case types you can learn why people contact customer service. Log presents changes in incoming case categories in real time.

Functions

  • Case categorization
  • Logging rate
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Analysis

All facts gathered via our services can be linked to an actual case and a particular employee. This provides extensive opportunities to analyze and reveal the causes of any deviations from established targets. Analysis enables supervisors and managers to perform analyses with little effort and provides insight into what needs to be done to implement improvements.

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