Mindshare Technologies has released Outbound Dial, an automated callback service that gathers customer feedback to gauge the effectiveness of service interactions.
Outbound Dial was specifically designed to help Mindshare's clients in the call center and service industries ensure that their customers are consistently receiving high levels of quality service. The offering can also be used by any company that wants to gauge the quality of its customer interactions in a system that can't be manipulated by agents.
Within three minutes of an interaction between a customer and a service representative, Outbound Dial's automated callback feature provides the customer with a quick, customized survey. This gives customers the opportunity to rate specific aspects of the interaction and provide real-time feedback to call center management for training.
"Many call centers and service clients already use some sort of follow-up method that measures the performance of their agents, but our clients were looking for an easier, cost-effective option that would increase the quality of customer interactions," said Jon Grover, vice president of product development at Mindshare, in a statement. "We developed Outbound Dial with this in mind, and have included several features that simplify the process while optimizing outcomes. And because the survey is managed by Mindshare rather than being done in-house, it really cuts down on the potential for fraudulent results."
Features of Outbound Dial include a scheduling component with time zone support so follow-up calls are always made at the appropriate time. Mindshare's clients can configure these follow-up calls to occur immediately or in daily batches. Additionally, the customizable surveys are made available in multiple languages.
"This new offering is tailored for our many call center and services clients, but it has the potential to reach into other industries that focus on building customer relationships, said John Sperry, CEO of Mindshare, in the statement. "We will continue to develop new services that help our clients to smartly utilize customer feedback."