Understand Your Customers & Your Agents
In today’s world, customer service is often the main differentiator between competing companies. CallFinder's customer experience management solution is used to evaluate and improve that critical point of contact between a customer and a call center agent. CallFinder will help QA managers track agent performance, monitor script compliance, optimize call center monitoring, identify agents who need further training, identify process issues and knowledge gaps, and improve the customer experience, all in one, easy-to-use solution.
Here's How CallFinder Improves the Customer Experience
CallFinder is designed to enhance the experience your customers have with both your agents and your brand.
Use CallFinder to monitor key metrics and track agent performance. While you’ll have your pick of KPIs to review, you’ll need to identify the performance measurements that matter to your customers and improve them if you want to truly enhance your customers’ experience with your agents and your brand.Call Scoring Features
Locate key phrases in every customer conversation to understand how your customers interact with agents. Once you reveal the areas you need to improve, you can create agent training programs specifically designed to empower your agents to enhance your customers’ experience.Explore Call Transcriptions
Ensure script compliance with CallFinder's searchable call transcriptions and scorecards. Detailed searches for terms that matter to your organization help you isolate non-compliant calls, improve scripts, and train agents to mitigate risk with ongoing training programs to ensure 100% compliance.Agent Script Compliance
Monitoring & Improving Key Metrics
With CallFinder, you can monitor the performance metrics that are most meaningful to you and your customers. When you know what KPIs you’re going to focus on, you can improve your training programs, adjust your sales scripts, and improve the way your team provides customer service. CallFinder can help increase your first call resolution rates, reduce your team’s average handle time, and improve customer satisfaction scores. As you improve your team’s performance metrics, you’ll also see a decrease in your operating expenses and an increase in revenues. To learn more about how to improve KPIs, download the CallFinder product overview.DOWNLOAD PRODUCT OVERVIEW