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Staffino offers you the tools to simplify the job of agents and improve call centres by measuring customer experience.
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.”
“Thanks to the simplicity of the Staffino platform and the ability to internally discuss each case directly within the app, we’ve been able to retain 70% of customers who were 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.
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