SANTA MARIA, CALIFORNIA, Dec. 7, 2005 - In July, Time Warner´s Minnetonka, MN contact center launched EchoTM, a solution from BenchmarkPortal. EchoTM is a web-based application designed to help companies continually improve the service they provide by collecting and leveraging the voice of their customers. After just two months, Time Warner reported a 26% increase in top box (extremely satisfied) customer satisfaction rates, the best indicator of customer loyalty.
With EchoTM in place, real-time feedback is channeled directly from the customer to front-line customer service representatives (CSRs), which results in CSRs being able to self-correct gaps in the service they deliver, based upon the behavioral reinforcement or redirection they receive. Feedback directed to the company´s leadership team is available via meaningful on-line reports that can be filtered to view by CSR, team, location, product, reason for call, and other factors.
Mark Boehler, Manager of Call Center Operations for Time Warner´s Minnetonka contact center, pursued the launch of EchoTM in an effort to improve customer experience and to remain competitive within the industry. Boehler reports that the center´s CSRs, knowing that the customer has an active voice with EchoTM, are more vested in each service interaction. According to Boehler, "Echo gives us near "real-time" client feedback and information that allows for more informed business decisions. EchoTM really helps us get a 360-degree view of the contact experience. The center´s leadership team is now able to coach CSRs on what phrases and behaviors garner the largest increases in customer satisfaction."
The center has realized enterprise level gains as well. Boehler explains that the analytic reports generated by EchoTM allow the center´s leadership to drill down on any metric to assist in defining which areas of improvement will most likely result in minimum expense output and maximum client satisfaction.
About EchoTM by BenchmarkPortal
EchoTM is a hosted web-based application and reporting tool developed by BenchmarkPortal to help call centers collect and leverage the voice of the customer. BenchmarkPortal is the custodian of the Purdue University Center for Customer-Driven Quality database of contact center metrics, the largest in the world. In early 2005, BenchmarkPortal was awarded a U.S. Patent for its benchmarking methodology. BenchmarkPortal´s Web site can be found at: www.BenchmarkPortal.com.
For additional information contact:
Susan Hampton
Communications Manager
BenchmarkPortal, Inc.
(805) 614-0123 ext. 36
SusanHampton[at]BenchmarkPortal.com