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VIRTUATel

Virtuatel can show you how the use of automated, real-time multichannel surveys will increase customer satisfaction, retention and staff accountability in just a few months.

 

Virtuatel can show you how the use of automated, real-time multichannel surveys will increase customer satisfaction, retention and staff accountability in just a few months.
Conducting many millions of surveys for clients with contact centres and field staff in Europe and the USA, we are capturing the Voice Of The Customer (our trademark) across our cloud or on-premise based telephone, online, SMS and social media channels – automatically.

 

Our powerful reporting portal compiles results across all channels in a single place and gives all levels of your organisation access to clear, undertandable performance analytics showing them how and where to drive improvements. Backed by our Insight team, our survey results are joined to your other key drivers in order to get a complete 360 degree view of your performance, including;

 

Insight and KPI alignment/Customer Insight Services

 

Survey channel usage methodology

 

Customer journey management

 

Employee Satisfaction analysis

 

Cross-channel scores comparisons (Customer score patterns across each contact channel)

 

Customer Effort review Net Promoter

 

Route cause analysis

 

Speech & text analytics

 

Net Promoter