CallCopy’s cc: Survey Helping Companies to Measure Net Promoter Score

July 31, 2008 - PRLog -- Columbus, Ohio  – Companies looking to measure their Net Promoter Score (NPS), need to look no further than CallCopy’s customer survey system, cc: Survey. Available as a stand-alone hosted application that can be integrated with CallCopy’s cc: Discover suite of contact center applications, cc: Survey provides companies the ability to develop multiple customized surveys through a Web-based interface.  Customers can complete the surveys over the phone or online.  Survey questions, like the NPS question, can have dynamic point values assigned to them to weigh sections and surveys according to the needs of a center’s staff and clients.

By asking the question, “How likely is it that you would recommend this company to a friend or colleague?” companies can determine which respondents are promoters, passives and detractors.  The web-based reporting capabilities in cc: Survey enable companies to then drill down to specific metrics, and better understand the percentage of people who selected each response.  Subtracting the percentage of detractors (0-6) from the promoters (9-10) will produce the NPS. Companies can also get reports on survey completion rates, and compare survey results to Automatic Call Distributor reports to determine sample populations.

“Customer referrals are an excellent driver of new business, particularly if you can earn them consistently,” said Ray Bohac, president and chief executive officer of CallCopy. “cc: Survey is the ideal tool for measuring a company’s Net Promoter Score, providing the interface and backend reporting capabilities to help companies capture and measure the impact of customer feedback.  With the data captured in cc: Survey, companies can better understand how loyal their customers really are, and use the information to improve customer referral rates, as well as customer retention and service.”

To complete the surveys callers can be transferred from a contact center’s phone representative into the survey system, or they can dial a toll-free number to participate in surveys independent of the contact center. The software can be configured to flag a survey as complete after the NPS question has been answered even if the remaining survey question were not completed. This is helpful to avoid discarding unfinished surveys that may contain useful data to help generate a more accurate NPS.

For more information on cc: Survey, visit http://www.callcopy.com/surveys.html.

About CallCopy
CallCopy, Inc. is one of the industry’s fastest growing call recording and quality monitoring software companies. CallCopy’s mission is to deliver the highest levels of quality to its customers, so they can deliver the highest levels of quality to their customers. With the release of the cc: Discover software suite, CallCopy has combined call recording and quality management with customer surveys and speech analytics. The cc: Discover platform offers a more flexible Application Programming Interface, extending the value of the platform to third-party workforce management, IVR, HR, and CRM software. By enhancing the exchange of data between the different systems used across the enterprise, CallCopy helps bring the 360-degree view of your performance into a 3-D perspective. For more information, visit www.callcopy.com.


Contact: Kevin Wilson, 513-898-1008, pr@callcopy.com