Why use Ensure
Most large organisations struggle to achieve
a consistent customer service experience. This is because
there are either too many channels to manage, or insufficient
resource allocated to properly identify the problems. Using
Callrica’s Ensure program, an organisation can now accurately
gauge a customer's contact experience.
The benefits of using Ensure are that you
are able to gauge the effectiveness of your customer service
strategies and quality assurance programs.
Where Ensure is effective:
• Introduction/change in internal organisation
processes and gauge the impact of the change on customer service.
• Accurately track and measure first
• Independent evaluation of outsourced
call centre service provider performance
• Track and measure call quality across
the entire organisation, including internal departments. Customer
service is not confined to the call centre.
• Save the cost of setting up your
own QA department. Internal QA departments are seldom effective
due to the high cost of running them (voice recording etc…)
and the often they are marginalised.
• Independently test fulfilment and
• Stress test new services prior to
• How well are you really doing?
• Is your customer service consistent
across all touch points?
• Ensure provides an independent measure
of call quality – essential in managing outsourced call