ArenimTel’s customer service software provides a customer satisfaction measurement feature that allows your customers to rate calls and the performance of customer service agents.
How It Works
When the conversation is finished, the agent redirects the customer to a dedicated extension (e.g. 222). Here, the system automatically plays back the question (e.g. “Please rate your experience on a scale of 1 to 6 using your phone’s keypad.”). The response is then forwarded to the web portal, where results can be evaluated using our analytics tool, which shows the following:
- average rating by agent (graphically), with the option to filter by agent, start and end date, and rating (overall, or a specific value);
- a list of all ratings in exportable format, inlcuding: date, caller ID, agent, rating, call ID, and the recorded conversation (with the option to play back and download).
Analytics are available only to authorized users, e.g. supervisors or QA managers.
"ArenimTel is a reliable partner in helping us grow, it is very easy to customize according to our size and needs."
"ArenimTel helps us make our team more efficient, allowing us to provide faster and more efficient service to our customers. They understand our values and needs, hence our close cooperation."
"We really appreciated the fact that they wanted to understand and address our needs instead of forcing a mass-produced product on us."
"ArenimTel has helped us radically change our customer experience: ever since we started using it, we’ve been able to communicate with our customers in a much more professional way. It also helps us grow better by the week, which is a top value of our company."
"ArenimTel provides smooth and reliable operation; thanks to it, we are no longer losing customers through the phone."
"We were looking for a customer-centric team. Our top concerns were not having to integrate a whole new system and rent and operate servers – which would have skyrocketed our costs – but pay a per-user fee instead, as well as having a proactive service provider. We are very satisfied with this service."
Good to know!
ArenimTel is a cloud-based, scalable, cost-effective software solution for Call Centers and Customer Services that can be flexibly parameterized, offers more than 100 features and can be tailored to your company’s unique needs. Click here for the full feature list.