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Ever wondered what your customers really think of you? Automatically capturing customer satisfaction and agent performance feedback is available now and can be operating within a few days! Our proven customer retention systems can even drive increased revenue. Click here for information.
Call +44 (0)118 904 0800 for a demonstration or you can email sales for more information and pricing.
VIRTUATel Ltd
59 St Martins' Lane
London WC2N 4JS
T: +44 (0)200 000 0030
F: +44 (0)870 005 2 006
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News
June2008, London UK:
VIRTUATel help Financial Service clients comply with FSA "Treating Customers Fairly" regulations.
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VIRTUATel's extensive experience collecting automated, telephone based customer feedback within Financial Services industry, makes us uniquely qualified to help clients meet the FSA's published targets for 'Treating Customers Fairly'. With tools such as our ASMAOne, Net Promoter Score collection and our own Agent Performance Index, VIRTUATel enable you to demonstrate to the FSA that you are consistently treating their customers fairly. Using our real-time reporting suite, you can see where any issues or problems may be reducing your scores, allowing you to act immediately to correct them.
For more information about our web,email and voice surveys contact us here
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| Apr2008, London UK:
VIRTUATel add powerful enhancements to their multi-media automated survey platform with web and email surveys.
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VIRTUATel announced the expansion of their customer feedback service with the enhancement to their web and email surveys. The new web survey service also includes powerful, tailored web page "pop-up's" that invite the viewer to take the survey. This enables VIRTUATel's clients to offer truly multi-media options to collect customer feedback surveys, upon whichever contact method the customer prefers. As always, all data is collected and viewed on their award winning web reporting suite, ARK.
For more information about our web,email and voice surveys contact us here
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| Jan2008, London UK:
VIRTUATel add Net Promoter Score capability to their automated survey platform.
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VIRTUATel have added the capability of collecting the very popular Net Promoter Score (nps) as part of their automated customer satisfaction surveys, using a 0-10 scale. "We recognised that a number of our clients had embraced the NPS methodology throughout their organisations so we set about addressing the technical challenge of collecting a zero to ten score, over the telephone." said Stuart McIntosh, Technical Director.
Now VIRTUATel clients can collect NPS scores as part of their call centre surveys, adding exceptional insight to the NPS score by cross referencing scores against the results of other questions. For more information visit http://virtuatel.co.uk or click here.
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| April2007, London UK:
VIRTUATel launches a new, unique Agent Performance Index (API) survey service.
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The Agent Performance Index (API) score is collected directly from call centre callers for each of the participating agents. The Index is created every 3 months and will show you how agent performance is improving or not, over the months.
Four times a year, on specific days of the quarter, each caller is asked to take a post-call survey about the agent's performance. They are asked five agent based questions and invited to leave verbatim comments for those direct, customer comments that we know agents and managers value so much. Our reports give you an agent performance index value for each day and allows comparison against the last periods the survey was conducted. Data can also be fed into your own MIS systems.
Typically, costs for 500 agents taking 20 calls per day is as little as £88 per year, per agent. For more information visit http://virtuatel.co.uk or click here.
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| January2007, London UK:
VIRTUATel's Advocacy Index Achieves High Customer Impact!
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The introduction of VIRTUATel's Advocacy Index(tm) service by our clients has a massive impact on both customers and agents, according to recent client feedback. "We recognised early, the impact that the business changing net promoter score would have on companies and used a similar model specifically for call centres" said Alan Weaser, Sales Director.
Clients not only get feedback from their callers but can see the impact that variuos factors have on Customer Advocacy - immediately. For more information visit http://virtuatel.co.uk or click here.
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January 2007, London UK:
Home Depot saves because of post-call surveys |
One real-world example where post-call IVR surveys are revealing compelling return on investment is the US company The Home Depot. Since implementing post-call IVR surveys, the company has reported savings of US$85,000 per year through improved survey processes. It has also seen survey responses increase by 400% to 4,500 completed surveys per month, and is now able to identify customers at risk far earlier and pinpoint improvements needed to improve overall customer satisfaction.
Making post-call IVR feedback surveys an integral part of the contact centre’s operations enables performance to be aligned with customer satisfaction and supports more informed decision-making and training (with agents focused on delivering efficient and effective customer service) while rewarding agent success accordingly. (From CallCentreHelper.com)
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| October 2006, London UK:
Orange Satisfaction Measurement has Massive Impact
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The introduction of Customer Satisfaction measurement by Orange has has a massive impact on both customers and agents, stated the judges at the recent Call Centre Expo awards. The feedback collected from 15 customers per agent, contributes towards a 20% agent bonus which has caused motivation to “sky rocket”. The judges also felt it was the best use of technology with the biggest impact they had seen. (from November 2006 Call Centre Focus)
VIRTUATel agree! For more information visit http://virtuatel.co.uk or click here.
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| October 2006, London UK: |
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VIRTUATel add a unique feature to their ASMA service, that allows customers to trigger an immediate email if they have an urgent issue that requires immediate attention.
The alarm features the satisfaction scores, details of the customer issue and any verbatim recording they left, sent via email. It can be triggered by a low score to a single or group of questions or even by customer self-selection.
"This turns a simple customer survey into a high value customer retention tool" says Alan Weaser, Director of VIRTUATel. "It delivers to our clients a customer satisfaction score which could include the agent ID together with the ability for the customer to get attention at once", he adds. "It could be the saviour for some of the poor call centre reputations that exists today".
For more information visit http://virtuatel.co.uk or click here.
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| September 2006, London UK:
VIRTUATel launches ASMAOne, a unique call centre benchmark service, driven by customers.
VIRTUATel, a specialist in automated customer surveys for call centres, launches ASMAOne, a simple customer experience measurement and benchmark service. It is an automated, single question satisfaction survey that creates a daily, weekly and monthly Advocacy Index™, which delivers a real-time customer satisfaction score, based on responses from the callers.
ASMAOne creates a daily, weekly and monthly Advocacy Index™ score based on the results, which can be viewed at any time, via a secure web site. Not only can call centres monitor customer changes but obtain an immediate warning when Non-Advocate numbers are increasing.
In addition, VIRTUATel asks every Non-Advocate "What would make a difference to your score?" and deliver the feedback to the call centre, upon which action can be taken immediately.
VIRTUATel can even capture a customer account number so their score can be returned to the customer database, which means call centre agents could know the attitude of every customer surveyed, whenever they called.
The Advocacy Index™ question is based on research in the US and UK and asks: "How likely is it that you would recommend this organisation?" VIRTUATel then use the responses to create a real-time index and benchmark of what call centre customers think. Research shows that such an index is proven to give a strong predictive indicator of revenue growth.
“Extensive research in the US and UK has created a great deal of focus on how happy customers can be an unpaid sales force” says Alan Weaser, Director of VIRTUATel. “Due to our specialist knowledge of call centre customer feedback, we have used that research to develop a scoring methodology that will give call centres an inexpensive and real-time indicator of how successful they are. We can see our Advocacy Index could become the de facto standard very soon” he adds.
For more information visit http://virtuatel.co.uk or click here.
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June 2006, London UK:
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VIRTUATel automate Call Centre agent surveys and with an addition to their range - ASiSTDesktop 2.0 - VIRTUATel have added a “low IT impact” survey automation component, ASiSTDesktop to their range of products focussed on agent based surveys.
- ASiSTDesktop collects the agent ID of each survey taken and simply instructs the agent to ask their current caller to take a survey via a small screen pop-up.
- Aimed at Call Centres without CTI (Computer Telephony Interface), who cannot make use of their main CTI based ASiST options.
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May 2006, London UK: |
| VIRTUATel has today announced the addition of ASiSTDesktop to their range of satisfaction survey automation solutions. ASiSTDesktop is aimed at call centres that want agent based satisfaction surveys and therefore wan to remove the possible bias that may occur if an agent chooses who to survey.
VIRTUATel send a message to ASiSTDesktop via an unobtrusive agent desktop pop-up that simply instructs the agent to ask their current caller to take a survey. The result of that request and the callers survey are then recorded via their extensive ASMA (Automated Satisfaction Measurement & Analisys) reports.
Aimed at Call Centres without CTI (Computer Telephony Interface), who cannot make use of their main CTI based ASiST options, ASiSTDesktop controls the number and spread of satisfaction surveys and is specifically designed to require no significant IT resources to install or manage.
Alan Weaser, Managing Director at VIRTUATel, says: 'Many of our ASMA clients have recognised the value of capturing agent based satisfaction surveys but want to ensure the agent is not creating a bias in whom they select to take the survey. Often, clients have CTI based call centres and can use our CTI based ASiST but some do not, so we developed ASiSTDesktop for them. IT controls who and when a survey is requested, not the agent.
He adds 'Agent based surveys have been instrumental in significantly increasing the customer satisfaction levels at all of our clients and this makes that option available to all call centres – it is yet another VIRTUATel innovation that keeps us ahead of the rest of the market.
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26/01/2006 |
| VIRTUATel automate Call Centre agent surveys with an addition to their range - ASiSTLite
- VIRTUATel have added a “low IT impact” survey automation component, ASiSTLite to their range of products focussed on agent based surveys.
- ASiSTLite collects the agent ID of each survey taken and simply instructs the agent to ask their current caller to take a survey via a small screen pop-up.
- Aimed at Call Centres without CTI (Computer Telephony Interface), who cannot make use of their main CTI based ASiST options.
January 2006, London UK: VIRTUATel has today announced the addition of ASiSTLite to their range of satisfaction survey automation solutions. ASiSTLite is aimed at call centres that want agent based satisfaction surveys and therefore wan to remove the possible bias that may occur if an agent chooses who to survey.
VT send a message to ASiSTLite via an unobtrusive agent desktop pop-up that simply instructs the agent to ask their current caller to take a survey. The result of that request and the callers survey are then recorded via their extensive ASMA (Automated Satisfaction Measurement & Analisys) reports.
Aimed at Call Centres without CTI (Computer Telephony Interface), who cannot make use of their main CTI based ASiST options, ASiSTLite controls the number and spread of satisfaction surveys and is specifically designed to require no significant IT resources to install or manage.
Alan Weaser, Managing Director at VIRTUATel, says: 'Many of our ASMA clients have recognised the value of capturing agent based satisfaction surveys but want to ensure the agent is not creating a bias in whom they select to take the survey. Often, clients have CTI based call centres and can use our CTI based ASiST but some do not, so we developed ASiSTLite for them. IT controls who and when a survey is requested, not the agent.
He adds 'Agent based surveys have been instrumental in significantly increasing the customer satisfaction levels at all of our clients and this makes that option available to all call centres – it is yet another VIRTUATel innovation that keeps us ahead of the rest of the market.
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25/11/2005 |
| Customer Satisfaction is #1 Call Centre Focus
As more clients join the VIRTUATel customer list and discover a direct route to Customer Satisfaction knowledge, a recent survey from ContactBabel confirms the desire to improve customer satisfaction is now the number one priority for call centres.
They also find that large contact centres (our main customers) are much more concerned about improving first-call resolution rates than small operations. Some of the research findings are (Scored from 10 - 10 is most important)
- Improving customer satisfaction - 7.9
- Increasing revenues - 7.2
- Improving first-call resolution rates - 7.1
- Decreasing costs - 7.1
- Improving staff morale - 7.0
- Reducing staff attrition rates - 6.3
VIRTUATel are already aware of these findings, as typical survey questions include the subjects above.
For mor information about VIRTUATel and Automated Satisfaction Measurement & Analysis(ASMA), call +44 (0)870 005 2 005 or click here
Source: ContactBabel UK Contact Centre Operational Review
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2005/10/28 |
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ntl: says 'It’s good to talk……but better to listen'
VIRTUATel signs new contract with ntl as part of programme to enhance customer service.
VIRTUATel latest technology allows customers to give immediate feedback following their call to ntl customer service agents
Uses VIRTUATel’s ASMA (Automated Satisfaction Measurement and Analysis) service
September, 2005: VIRTUATel has today signed an agreement with leading cable company, ntl, to provide its Automated Satisfaction Measurement & Analysis(ASMA) call centre telephone survey service.
For the full article, click here
ASMA is an advanced technology that will enable ntl to capture immediate feedback. The information will be used to make further improvements in training, systems and processes, which in turn will enhance the overall standard of customer service.
ASMA selects customer calls at random and asks callers to give feedback on their customer service experience at the end of their call. This data will provide ntl with full and rich information allowing the business to make further improvements in its customer service experience.
Following an initial pilot earlier this year, ntl is expected to deploy this technology in its customer call centres across the UK.
Peter Wilcock, Managing Director for ntl’s Customer Operations division said 'Customer service is at the heart of our business and although it’s good to talk we think its even better to listen to feedback. This new technology will enable a random selection of customers to give us their views and opinions of their experience with ntl immediately after their call with one of our customer service agents. We will use information to make further improvements in training, systems and processes which in turn will improve the standards and raise the bar on the levels of overall service we offer our customers.'
Alan Weaser, Managing Director at VIRTUATel, says: 'After a successful pilot, it was clear that ntl could see they would benefit from a wider customer satisfaction programme, which would build on their existing initiatives. ntl now has in place all the tools they need to really listen to their customers and take action as a result of feedback.'
For the full article, click here
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2005/09/12 |
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50% customer attrition is due to Call Centre dissatisfaction?
The recent Accenture article in Septembers’ Call Centre Focus showed that 50% of UK consumers switch suppliers each year as they are fed up with the service they receive from contact centres?
Obvoiusly, this doesn’t apply to VIRTUATel clients (unless they ignore the feed-back they receive from ASMA) but the main features of the article were; About 50% of call centre customers move suppliers due to their dissatisfaction with the contact centre.
67% feel customer service has not improved in the last 5 years
82% of call centre callers had a main objective to get through to someone quickly
77% of callers wanted the first agent that answered to complete their transaction without a transfer.
70% of callers did not get through to the correct person despite an average of a six munirte hold time and speaking to 2.7 people.
We must point out that if you were a VIRTUATel client, you would be receiving regular customer satisfaction surveys, immediately after the transaction finishes, to capture feedback as well as verbatim comments and you would already KNOW the level and area of any dissatisfaction.
For more information please visit our Contact Us page.
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2005/06/21 |
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VIRTUATel Customer Satisfaction Surveys – New Features and news
We have been very busy this summer, so here is an update of some of the latest news from VIRTUATel and our call centre customer satisfaction survey service, ASMA. It shows we not only deliver “The voice of YOUR customer” but we also listen to OURS!
A full description is on our web site at the following link: VIRTUATel SEPT05 News but the main bullet points are;
- - Now have surveys in 15 business sectors
- - VIRTUATel open US office
In addition, new features added including;
- - Web surveys FOC
- - ASiSTLite application for agent screens
- - ASiST uses Genesys CTI
- - Redesigned reporting site
- - Immediate alarm message
- - “Immediate attention” feature
- - "Last 4 weeks” report capability
Full information about this news is available online or please contact sales@virtuatel.co.uk for more information.
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21/06/2005
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VIRTUATel add web surveys to automated telephone survey service
Due to customer demand, VIRTUATel have introduced a parallel web & email survey capability to their Automated Satisfaction Measurement & Analysis (ASMA), which will allow customers to record their satisfaction surveys on the telephone, web or email, whichever medium is most convenient for them.
Alan Weaser, VIRTUATel Director, said: "There are a huge number of web survey companies out there so we have always concentrated on our unique expertise, voice surveys. However, when a client asked us to create a web version of their telephone surveys, we were glad to comply. We delivered the web version in less than a week!"
For more information click this link: click here
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03/06/2005
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Dare you measure the customer satisfaction of your IVR?
Due to customer demand VIRTUATel have introduced a new, stand alone version of their ASMA (Automated Satisfaction Measurement & Analysis) call centre survey service aimed at gathering customer satisfaction feedback about your IVR, ASMA-IVR.
It operates the same way as our bespoke ASMA service, gathering customer satisfaction feedback by asking 4 questions and recording a verbatim comment, about the performance of your IVR. We ask them;
Did you arrive at your destination?
Did you do so quickly?
Were the correct menus offered to you?
Do we compare well with competitors?
The results are compiled into an easy to understand report, including links to all the verbatim comments. The service is perfect for benchmarking before and after IVR changes, addition of expensive new technology or just to ensure the call automation is still meeting your customer needs. It requires no on-site integration and an account can be set up for you to use tomorrow!
The cost of the service is only Ј500 plus VAT and includes up to 250 surveys in a 4 week period. Callers are simply transferred by your agents after the call centre transaction although you could also transfer from your IVR menu, at the end of any IVR only transaction.
For further details about this, or any of our other services please contact us and click here
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20/05/2005
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Microsoft have joined the call centre Customer Satisfaction challenge
It seems that Microsoft agree with VIRTUATel that the call centre is the place to focus your customer satisfaction and Customer experience strategies. Although VIRTUATel can already integrate ASMA (Automated Satisfaction Measurement & Analysis) customer satisfaction survey results back INTO customer records, the addition of a player such as Microsoft, will help expand the market further.
Microsoft has launched Microsoft Customer Care Framework (CCF), an architecture and reference model for the development of call centre customer service applications and the delivery of customer information to an agent's desktop during a call session.
Click here for more information.
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15/04/2005
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VIRTUATel helps drive customer satisfaction in European call centres
In a recent article by Paul Skeldon of ContactCentreLink.Com (wwwcontactcentrelink.com), he cites a study of the wider Western European call centre market that found that keeping customers happy is the key performance indicator of choice.
VIRTUATel’s ASMA (Automated Satisfaction Measurement & Analysis) satisfaction surveys are at the forefront of that new focus for call centres.As advocated by VIRTUATel, customer satisfaction is now the high priority key performance indicator (KPI) for companies offering call centre services in Europe, according to the 2005 Contact Centre Trends Market Survey. The study, now in its fourth year, involved interviews with 520 contact centre professionals across Germany, Switzerland, Austria, Ireland and the UK.
Click here for more information.
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2005/03/08 |
VIRTUATel have developed a version of our hosted ASMA (Automated Satisfaction Measurement & Analysis) service to provide a "Advocate Index" service called ASMAOne, for call centres. Based upon the research conducted by *Frederick F Reichheld, ASMAOne uses the single survey question to create a "Advocate Index". The Index is shown to have a relationship between the single survey results and provide a strong predictive indicator of revenue growth
* "The One Number You Need to Grow" Harvard Business Review December 2003
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2004/12/05 |
VIRTUATel ASiST can now deliver 10, 20, 30 (or whatever is required) individual customer surveys for each agent in the call centre. ASiST drastically enhances the scope and value of ASMA customer satisfaction surveys by surveying customers and tracking each survey back to an individual agent. More...
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| 2004/11/29 |
Financial services contact centres high achievers in UK-wide survey
A study of the UK call centre industry has found that financial services call centres lead the way in customer service, training, reduced call times, growth prospects and wages.
A survey of directors and managers in almost 200 UK call centres has found that of all business sectors, call handling operations in the financial services sector come out on top, leading the industry in training, reduced call times and improved service levels. This explains why VIRTUATel is successful in the Financial Services sector with ASMA.
For more information click here
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2004/10/28 |
| October 4th - 10th has been designated Customer Satisfaction Week and is being promoted by the Institute of Customer Service.
VIRTUATel have decided to help promote this important event by offering our ASMA service to new clients without charge during that week.
Places are limited, however if you are interested in participating in this programme or would like more information on our ASMA service, please visit the following link Free Trial
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2004/09/20 |
Thats customer retention... Over 85% of the clients who pilot our ASMA customer satisfaction measurement service, continue with us and expand the use of our service! We are sure you agree that is an enviable satisfaction level and you can find out more by sending an Email to sales@virtuatel.co.uk
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2004/09/20 |
| Winning back the brassed off British With BBC1 consumer programme “Brassed off Britain” this week pillorying call centres, Ian Williams takes a timely look at how if you actually think about what you are doing you can use technology to save money AND improve service. For more information click this link: Brassed Off Britain
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2004/07/20 |
Some recent research conducted by Budd, indicates that 77% per cent of companies admit that they are not easy to do business with and 71% do not listen to or analyse the voice of the customer within their business. Interesting reading, click here to read the full article.
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June08, London UK: VIRTUATel's extensive experience collecting automated, telephone based customer feedback within Financial Services industry, makes us uniquely qualified to help clients meet the FSA's published targets for 'Treating Customers Fairly'.
To see more detail about how we can help, click here.
For more information about our web,email and voice surveys contact us here
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