Global Communications Provider Improves Field Operations with eTouchPoint

On April 1, 2011 · In Company News, Featured News, News

eTouchPoint, (www.eTouchPoint.com), a leading provider of Enterprise Feedback Management (EFM) software and services, announced today that a Fortune 50 Communications provider has achieved the following performance improvements since implementing the eTouchPoint program in late 2010:

  • “Perfect Scores”, where customers responded with the highest rating for every metric, have increased 40%.
  • Overall Customer Satisfaction has improved, including a 25% increase in customers who described their service experience as “Outstanding”.
  • Number of incidents requiring follow up with dissatisfied customers has decreased 30%.
  • Performance has increased across every metric, including a 24% increase in its lowest-performing category

Additionally, since the program’s inception, the company has received feedback from over 80,000 customers, with nearly 22,000 Voice of the Customer (VoC) comments.

Using Interactive Voice Response (IVR) and Customer Experience reporting technologies, eTouchPoint has transformed high volumes of customer feedback into statistically valid, actionable business intelligence. This automated, timely feedback identifies opportunities for customer recovery and provides employees with ongoing recommendations for improving performance in the key areas that impact overall customer satisfaction.

About eTouchPoint
eTouchPoint combines an innovative, patent pending Customer Experience Management platform with a proven methodology to help brands continuously monitor, listen to, and optimize their customer touch points. Over time, eTouchPoint’s unique approach and proven best practices empower clients to develop superior customer experiences, reduce customer churn while increasing revenues, and enhance their global brand by creating satisfied, loyal customers. Established in 1997, eTouchPoint is a pioneer in Enterprise Feedback Management (EFM) and successfully serves leaders in Communications, Financial Services, Insurance, Retail, Food Services, and other industries. For more information, please call 1-877-838-6824 or visit http://www.etouchpoint.com.

 

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