Polling & Market Research |
Human Resource
Intelligence | Call Center Quality Measurement
Capture offers 3 targeted services: 1)
Polling and market research; 2) Call Center Quality Evaluation; and 3)
Human Resource Intelligence -- Exit and Employee Confidential
Interviewing.
Market
Research & Polling
Capture ISG is a full service, market
research firm that specializes in not only collecting and analyzing
information, but reporting and translating it into successful strategies
and actionable results. From questionnaire design and CATI programming
to complete reporting including tab & banners, we are a strategic
partners that can offer you all related project services, or just the
one’s that you need. Capture will provide one-time or ongoing tracking
surveys. Types of research services include:
- Customer satisfaction/loyalty
- Satisfaction following transaction
processing
- Attrition/Defection
- Brand Performance Measures
- Human resource interviewing (former
employee or incumbent)
- Product awareness
- Post contact evaluations
- Service quality
- Risk management/Fraud Detection
- Corporate Security/Fraud Alert
- New product/service launch
- Member polling
- Political, issue, and other public
opinion polling
- Campaign Get out the Vote
Data Collection
Capture research services can utilize
telephone, mail, point of sale, focus groups, and online media to
collect information. Our emphasis is on providing high confidence, low
cost data to our end client. Our on-site call center is equipped with
CATI technologies and is used for confidential interviewing,
fast turnaround of information. While Capture provides complete data collection, analysis
and reporting, the flexibility of our services allow for a la carte
selection, should you like to perform some of the analysis or services
internally. Some of our clients request simply a data file where others
want a complete presentation of results.
Data Analysis and
Reporting
Capture offers a full range of data
analysis tools, and will customize and make recommendations that best
meet the client's needs and budget. From tab and banner production to more
sophisticated data analysis, Capture provides the analytical tools to
get the job done and certified technical writers to develop concise,
easy-to-understand reports.
Human Resource Intelligence
Capture helps employers gain awareness
of their image as perceived by their current or former workforce. We
conduct interviews with former employees, or those still employed, that
provide high response rates and real time information that identifies
trends, comments, suggestions, fraud or abuse situations that exist, as
well as unethical practices that may be impacting your end-customers or
company.
Each survey question allows for
multiple verbatim responses that are coded online prior to being
submitted to the employer. All interviews are confidential
and the names of the employees, past or current, are not revealed to the
employer.
The primary components of this may include:
- Confidential 3rd party interviewing
- Rich data capture with verbatims and
trending
- Information collected from your most
important assets: current and former employees
- Results immediately available on the
client desktop with drill-down codes (trends)
- Assessment of risk, fraud, abuse in
addition to what reasons the employee had for leaving, feedback about
the supervisor, department and entire organization, reasons the
employee may be seeking employment elsewhere, cause & effect and what
the employer could offer to retain the talent.
- Immediate notification via email to
employers of any issues that they need to know about immediately along
with the area of the company, the shift, persons involved (if
applicable) and what actually occurred. The employee that provided
this information will remain confidential to the end employer.
- Suggestions on how the employer can
become an employer of choice.
Call
Center Service Quality Measurement
One of our clients provided our tagline
following the implementation of a service quality program launched for a
national banking institution – and it stuck! At Capture, we INSPECT what
you EXPECT!
Our Pathways program provides ongoing
analysis regarding the quality of a client’s call center reps. Pathways
has evolved over the past 15 years to meet the changing demands of our
clients. With more and more competition popping up all the time, it is
imperative that service sampling measures be performed and results
communicated on a recurring basis. We provide this service as an
objective third party resource to our clients.
At Capture, we employ several methods
to evaluate call center reps. Our programs include the CSR or front-line
employee receiving a workbook that identifies his/her strengths as well
as those areas where training, coaching or other feedback would improve
results. Results allow trending across all teams, product lines or the
entire organization.
Our call center service quality
programs include:
- Custom program using mystery shop
options, call logging, call observations.
- Development of a departmental policy
guide for CSR’s explaining the standards that they will be measured
against.
- Results that include
representative-level reports focusing on what the employee does well
and areas where training & coaching may yield significant results.
- Data provided to managers following
each service evaluation with trending data and stats.
- Objective third party data capture
and analysis of results.
- Mail surveys can be added to augment
any sample with results produced side-by-side
- Availability of mixed programs to
take advantage of different methods.
Polling & Market Research |
Human Resource
Intelligence | Call Center Quality Measurement
