Companies looking to get serious about customer service might want to grab a look at some of the customer satisfaction software tools offered by Fort Worth, Texas-based Teknekron Infoswitch Corporation.
The company's Performance SuiteTM includes AutoSurvey®, AutoQuality®, JASSTM and P&Q Review ®. AutoSurvey®, a CRM software application, surveys customers' experience with a call center and links their response to the agent. One feature of the product is an alert system that intercepts unhappy customers before they hang up their call and contacts a call center supervisor or other designated person via phone, e-mail, page or fax. This allows the designated person to provide a solution and try to regain the customer's goodwill.
Other products include AutoQuality® for call monitoring and logging and P&Q Review® (Product and Quality Review), which provides an evaluation program for agents and call center operations via website surveys. JASSTM uses a software package to screens call center applicants. All of these software products can be used singly or together.
The desktop software program is designed to be easily implemented and adapted to your needs. Cost for these programs varies, although a typical charge is $1000 per user. Further information can be found at Teknekron's website at http://www.teknekron.com.