ViewsCast lets you economically, accurately, instantly collect feedback from your customers – and reveals the results in real time.

Via ViewsCast, The Global ScoreCard evaluates feedback from customers in relation to best practice. It identifies the benchmark and allows you a regional and industry comparison.

The Global ScoreCard addresses burning questions that need answers….

• How well is your call centre performing in terms of …

…delighting your customers?
…against your competitors?

• What is the benchmark for performance in …

…your industry?
…in your region?

• How much do you know about your …

…competitive advantage?
…your blind spots?

• Do your call centre metrics reflect this?
• Do theirs?

What is it?

The ViewsCast Global ScoreCard is a benchmarking initiative for call centres, allowing you to compare your call centre to others within your industry and within your region.

It allows you to pinpoint the most crucial drivers of service delight and understand the link between delighting customers and call centre operational metrics.

The Global ScoreCard enables you to:
• Take Customer Satisfaction measurement to the next level
• Identify your competitive advantage
• Understand best practice and superior performance
• Take a strategic look at your industry and / or region in terms of:
• Efficiencies / competencies
• Weak Points
• Pinpoint the most important drivers of service delight
• Know the link between satisfaction and operational aspects of the call centre

There are 2 aspects of the Global ScoreCard, namely the Operational Questionnaire, which is completed by the Call Centre Manager, and the Customer Questionnaire which is completed by customers using ViewsCast.

The Operational Questionnaire covers:

• Outsourced versus in-house
• Number of call centre seats
• Location of call centre
• Number of languages used
• Services offered by the call centre
• Call volumes
• Call wait times
• Call centre agent training

The Customer Questionnaire covers:

• Why did you call into the call centre?
• How many times have you previously called us to get this particular query resolved?
• How many people did you have to speak to before you were helped?
• At this stage has your query been fully dealt with?
• How was your overall experience with the call centre?
• Would you recommend our company to a friend?
• At this point how long has this call taken you?

How does it work?

A tiny subset of your customers channelled into ViewsCast complete the Global ScoreCard questionnaire instead of your usual questionnaire.

What will you receive?

Every quarter you will see how your call centre compares with other call centres in your industry, across countries and across regions. Crucial information relating to gender, age or even type of calls handled will also be shared with you.

Click on the following link to see examples of the reports that you will receive: ViewsCast Report