Mimosa Creations | April 9, 2013
Need a new way to access data on the go? CallCopy might just be the answer, allowing you to schedule staffers, record customer calls, generate call center metrics, and analyze calls.
Here are a few ways the hot new CallCopy widget can give managers a real marketing edge.
Now You’ll Know What They Really Think
CallCopy lets managers hear the truth from the customers themselves. Summarised reports on customer complaints can convert a mass of upset consumers into abstract tallies that are easily minimized by upper managers who don’t want to admit failures or mistakes. However, playing a series of customer calls brings back the human element. If the customer’s tone of voice is heard, the complaint can be judged as to how serious it is. Managers receive the whole truth of their customer’s concerns, and they can tweak their products and/or marketing campaign to reflect that.
Easier Dissection and Analyzation
With this new widget, customer calls are much easier to analyse. Mid-level managers who want to share customer complaints with management gain a measure of distance from the report when they play customer calls from CallCopy. They are no longer the source of the bad news, but merely the person hitting the play button.
This widget gives managers the opportunity to utilise real world examples to demonstrate how the best in the marketing department work. It also allows managers to play calls with poor customer service so that employees can review and improve. Users can use the widget to play portions of the call where an employee became heated and unprofessional with the caller. Playing the calls back to the employee and discussing it gives call center staff more insight as to where they went wrong, and helps improve call quality and marketing.
Real Playback Interface and Real Time Features
CallCopy has an interaction playback interface. The dashboard is in real time, so marketers don’t have to wait until the end of the month for data. Instead of listening to hours of conversations, managers can use the interface to identify points of crosstalk and silence. With this amazing new tool, managers can be armed and ready to give their marketing a boost.