Staffino offers you the tools to simplify the job of agents and improve call centres by measuring customer experience.
Staffino experience management platform provides complex CX and EX solutions trusted by more than 50 world's leading brands in over 30 countries.
For more than 5 years, we have specialised in managing call centre experiences with the goal to maximise their efficiency, improve customer satisfaction, motivate agents, and increase profits.
We work with clients from different industries on delivering the best possible call centre experience for their customers and employees.
Outstanding customer experience plays a vital role in the overall success of call centres. Agents' competency, modern technology, and effective ways of feedback collection are key drivers of improved customer satisfaction with your call centre. Staffino offers you the tools to simplify the job of agents and improve the call centre customer experience.
With 2Ring dashboards and wallboards, our platform is compatible with popular call centre softwares, including Cisco UCCX/UCCE/PCCE, Five9, Genesys, Amazon Connect, and Webex Contact Center.
How much can you save by optimising your call centre customer experience?
With Staffino, you can check customer satisfaction with every contact centre interaction through engaging feedback flows. After every inbound or outbound call, a feedback request will be sent to the customer via SMS or e-mail.
Customers can see the name and face of the agent they talked to, which not only increases the response rate but also helps you track the performance of individual employees. When customers fill in the questionnaire, their responses will be recorded in the online platform for further analysis.
Measure your call centre's FCR, NPS or CSAT with individual agents, link the scores to business data and drive improvement.
View and analyse the collected insights, reply to customers or lead internal discussions with agents.
Run our semantic engine on thousands of verbatims and identify the main satisfaction drivers, regardless of language.
Try our Retention Management Tool, identify customers that are about to leave and react just in time to retain them.
Increase employee motivation through positive customer feedback and real-time recognition.
Boost employee performance and identify the best vs. worst performing employees or teams
“We were pleasantly surprised that most of the suggestions are not just negative comments but relevant suggestions to improve our services. Thanks to Staffino we have quick and specific information about the work of each employee.”
“More than half of all reactive retention cases that we capture via Staffino, we wouldn’t have ever caught without it. For us, it’s a completely new channel, helping us to retain our customers. Thanks to its simplicity, and ability to discuss internally every single case directly in the app, we are able to retain 70% of all customers that are identified as likely to leave.”
E.ON's call centre struggled with decreasing customer satisfaction trends, so they deployed the Staffino experience management platform to uncover the main drivers.
When Staffino assessed the customer experience with the call centre, it turned out, among other things, that customers prefer shorter calls with agents.
Customer satisfaction decreased proportionally as the AHT (average handle time) increased. A new call script, new AHT KPI, agent training and quality monitoring resulted in the following:
1. €130,000 annual savings on wasted productive time,
2. 18% of the productive time saved on other activities,
3. increasing the FCR by 2 percentage points,
4. Increasing customer satisfaction by 3 percentage points (top box).
Our telco client struggled with employee attrition at the call centre caused by a lack of motivation and engagement.
The company needed to deploy an effective employee motivation management programme, so they started using Staffino in May 2017.
Before using Staffino, the attrition rate at the company's call centre was 14.1%. However, the annual attrition rate decreased to 8.2% in two years after deploying Staffino's employee motivation management programme, which generated around €520,000 of savings on unproductive time and training costs. This equals total annual savings of 7% based on a yearly labour cost.
Do you have questions?
Contact us
Do you have questions?
Contact us
Cookie | Duration | Description |
---|---|---|
__hssc | 30 minutes | HubSpot sets this cookie to keep track of sessions and to determine if HubSpot should increment the session number and timestamps in the __hstc cookie. |
__hssrc | session | This cookie is set by Hubspot whenever it changes the session cookie. The __hssrc cookie set to 1 indicates that the user has restarted the browser, and if the cookie does not exist, it is assumed to be a new session. |
__hstc | 5 months 27 days | This is the main cookie set by Hubspot, for tracking visitors. It contains the domain, initial timestamp (first visit), last timestamp (last visit), current timestamp (this visit), and session number (increments for each subsequent session). |
_ga | 2 years | The _ga cookie, installed by Google Analytics, calculates visitor, session and campaign data and also keeps track of site usage for the site's analytics report. The cookie stores information anonymously and assigns a randomly generated number to recognize unique visitors. |
_gat_UA-48302774-1 | 1 minute | A variation of the _gat cookie set by Google Analytics and Google Tag Manager to allow website owners to track visitor behaviour and measure site performance. The pattern element in the name contains the unique identity number of the account or website it relates to. |
_gid | 1 day | Installed by Google Analytics, _gid cookie stores information on how visitors use a website, while also creating an analytics report of the website's performance. Some of the data that are collected include the number of visitors, their source, and the pages they visit anonymously. |
cookielawinfo-checkbox-advertisement | 1 year | Set by the GDPR Cookie Consent plugin, this cookie is used to record the user consent for the cookies in the "Advertisement" category . |
cookielawinfo-checkbox-social | 1 year | Set by the GDPR Cookie Consent plugin to store the user consent for cookies in the category "Social". |
CookieLawInfoConsent | 1 year | Records the default button state of the corresponding category & the status of CCPA. It works only in coordination with the primary cookie. |
IDE | 390 days | Used by Google's DoubleClick to serve targeted advertisements that are relevant to users across the web. Targeted advertisements may be displayed to users based on previous visits to a website. These cookies |
pll_language | 1 year | The pll _language cookie is used by Polylang to remember the language selected by the user when returning to the website, and also to get the language information when not available in another way. |
trx_addons_is_retina | 1 year | This cookie is used for checking if the user has a retina display. |
Cookie | Duration | Description |
---|---|---|
_ga_6WYHFHTD1W | 2 years | This cookie is installed by Google Analytics. |
_gcl_au | 3 months | Provided by Google Tag Manager to experiment advertisement efficiency of websites using their services. |
_hjAbsoluteSessionInProgress | 30 minutes | Hotjar sets this cookie to detect the first pageview session of a user. This is a True/False flag set by the cookie. |
_hjFirstSeen | 30 minutes | Hotjar sets this cookie to identify a new user’s first session. It stores a true/false value, indicating whether it was the first time Hotjar saw this user. |
_hjIncludedInPageviewSample | 2 minutes | Hotjar sets this cookie to know whether a user is included in the data sampling defined by the site's pageview limit. |
_hjIncludedInSessionSample | 2 minutes | Hotjar sets this cookie to know whether a user is included in the data sampling defined by the site's daily session limit. |
_hjSession_1506583 | 30 minutes | Used by Hotjar to hold current session data. |
_hjSessionUser_1506583 | 1 year | Hotjar cookie. This cookie is set when the customer first lands on a page with the Hotjar script. It is used to persist the Hotjar User ID, unique to that site on the browser. This ensures that behavior in subsequent visits to the same site will be attributed to the same user ID. |
CONSENT | 2 years | YouTube sets this cookie via embedded youtube-videos and registers anonymous statistical data. |
hubspotutk | 5 months 27 days | HubSpot sets this cookie to keep track of the visitors to the website. This cookie is passed to HubSpot on form submission and used when deduplicating contacts. |
Cookie | Duration | Description |
---|---|---|
_fbp | 90 days | Facebook Pixel advertising first-party cookie. Used by Facebook to track visits across websites to deliver a series of advertisement products such as real time bidding from third party advertisers. |
lang | session | Session-based cookie that remembers the user's selected language version of a website. |
VISITOR_INFO1_LIVE | 5 months 27 days | A cookie set by YouTube to measure bandwidth that determines whether the user gets the new or old player interface. |
YSC | session | YSC cookie is set by Youtube and is used to track the views of embedded videos on Youtube pages. |
Cookie | Duration | Description |
---|---|---|
__cf_bm | 30 minutes | This cookie, set by Cloudflare, is used to support Cloudflare Bot Management. |
AnalyticsSyncHistory | 1 month | Used to store information about the time a sync with the lms_analytics cookie took place for users in the Designated Countries |
bscookie | 730 days, 12 hours | This is a Microsoft MSN 1st party cookie for sharing the content of the website via social media. |
cookielawinfo-checkbox-analytics | 11 months | This cookie is set by GDPR Cookie Consent plugin. The cookie is used to store the user consent for the cookies in the category "Analytics". |
cookielawinfo-checkbox-functional | 11 months | The cookie is set by GDPR cookie consent to record the user consent for the cookies in the category "Functional". |
cookielawinfo-checkbox-necessary | 11 months | This cookie is set by GDPR Cookie Consent plugin. The cookies is used to store the user consent for the cookies in the category "Necessary". |
cookielawinfo-checkbox-others | 11 months | This cookie is set by GDPR Cookie Consent plugin. The cookie is used to store the user consent for the cookies in the category "Other. |
cookielawinfo-checkbox-performance | 11 months | This cookie is set by GDPR Cookie Consent plugin. The cookie is used to store the user consent for the cookies in the category "Performance". |
lang | Session | Session-based cookie that remembers the user's selected language version of a website. |
li_gc | 1 year 12 months | Used to store guest consent to the use of cookies for non-essential purposes |
lidc | 1 day | Used by LinkedIn for routing. |
UserMatchHistory | 30 days | Contains a unique identifier used by LinkedIn to determine that two distinct hits belong to the same user across browsing sessions. |
UserMatchHistory | 30 days | Contains a unique identifier used by LinkedIn to determine that two distinct hits belong to the same user across browsing sessions. |
viewed_cookie_policy | 11 months | The cookie is set by the GDPR Cookie Consent plugin and is used to store whether or not user has consented to the use of cookies. It does not store any personal data. |
I want a free demo
Fill in a few lines, lay on your couch and wait for access to your demo account