Top Story

e4m_logo.png

Home >> Media - Others >> Article

Synovate launches customer satisfaction monitoring module

15-March-2005
Font Size   16
Share
Synovate launches customer satisfaction monitoring module

Global market research firm Synovate is bringing its advanced telephone and web-based survey technology, ViewsCast, to India. ViewsCast captures feedback directly from customers at the point of service, and will enable companies to carry out continuous monitoring of customer satisfaction and preferences, with results accessible on the web in real-time.

With the outsourcing business booming in India, ViewsCast's technology fills the present void existing in terms of 'no-instant-feedback-capture' mechanism available for the contact centre industry. This real-time feedback would enable Synovate's clients to make decisions that have a noticeable influence on contact centre performance and efficiency.

Bruce Wells, Global Director, Synovate ViewsCast, said, "Gathering instant feedback at the end of a customer's transaction provides up to date information on the quality of handling by the agents directly from the customer, and is an invaluable aid to quality monitoring and training." He added that this technology puts Synovate at the forefront of moving beyond customer satisfaction measurement to full customer relationship management programmes.

Prior to ViewsCast, obtaining customer feedback was a very different process. Companies relied on traditional methods such as call monitoring, mystery shopping, or even taking agents off the phones to conduct customer follow-up interviews. With ViewsCast, customers can now be forwarded to an automated survey immediately at the end of the call. Within seconds of the customer completing the survey, the contact centre can review the customer's feedback online, including listening to verbatim comments, and be in a position to react to potential problems

A Synovate official informed that the server had been set up in Mumbai at an investment of around Rs 10 lakh.

Tags

Our typical marketing budget is usually 10 per cent of the topline spend

There are some forces impacting the way our business works. The IT/ITeS sector has changed tremendously. Platforms like Twitter have made everyone journalists. Smartphones have made everyone a photographer. The trend that we are seeing is one of hyperdigitalization, which is causing the lines between product and services to blur. For example, <a href=http://www.exchange4media.com/company/news/amaz...

The OOH sector is among the fastest growing, globally. Brands and marketers have realized its potential and impact and begun to craft medium-specific adverts. Self-regulation is not only necessary but also essential to growth of the sector. The industry needs to exercise a certain level of this self-restraint to prove its commitment to maintaining the best standards in advertising.

<b>Clients are looking for experiential solutions beyond radio or print: Abraham Thomas, Radio City 91.1 FM</b><br><br> From entering new markets to launching large format events, Radio City 91.1FM has been on a roll. The radio channel recently announced the launch of India’s biggest singing talent hunt-Radio City Super Singer Season 8. Earlier this year, the channel set up its own creative-cum...

Under the watchful eye of Walt Disney, Bindass undergoes brand repackaging with a fresh new show ‘Dil Buffering’ simulcast across its linear and social media platforms on September 29 and will launch...

Apart from the mandate for the first project which is the Ashiana Town in Bhiwadi, Tomorrow and InterTwined will deliver brand solutions across film, print, radio, outdoor and activation besides provi...

Despite advertising picking up after a slow Q1, regional FM players still feel that the lingering effect of GST, RERA, demonetisation will still make its impact felt during the upcoming festive quarte...