IQ: Providing insight, managing quality
All contact centres can provide you with a wealth of data. Call handling times, wrap times, sales per hour, quality scores – all useful measures for maximising operational performance but what do they tell us about the people at the heart of all contact centre services... our customers?
Last year, Stellar embarked on a technological journey to provide our clients with a deeper insight into their customers. The result is IQ – a unique business intelligence solution which provides exceptional levels of customer insight to continually improve the quality of our services.
What is IQ?
Today’s consumers have more choice than ever before. Understanding and, more importantly, acting upon your customers’ feedback is crucial to success. The brands that stand out in the marketplace are those which protect their values at every customer touch point.
IQ is a powerful business intelligence system which provides customer insight and ensures that your brand values are at the heart of every customer interaction. It captures the wealth of information exchanged between customers and advisors in the contact centre to provide valuable intelligence which maximises the success of your campaigns and improves customer satisfaction.
What does it do?
IQ provides rapid and insightful reports at the touch of a button. The Campaign Performance Management portal generates multi-level performance statistics from real-time and historical information within a single report.
The Script Page Analytics portal provides immediate insight on campaign efficiency.. We can identify exactly where on the script a call ended as well as its outcome. With seamless access to call recordings, we can determine the effectiveness of each part of the script and the actions required to improve performance.
IQ is also a powerful tool for managing customer service. Calls can be analysed to identify best practice and provide insight into the issues that trigger contact. By addressing these issues at source, you can reduce the volume of calls and improve overall satisfaction with your brand.
More than technology
IQ is our part of our business philosophy. Unlike other outsourcers, it is not about selling you additional software or technology – it is something that is available to all of our clients as an integral part of our service. By helping you to understand your customers better, we demonstrate our commitment to continually improving the service we deliver on your behalf.
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