Witness Systems announced a new strategic initiative that extends its eQuality contact centre application suite to back office environments. The companys new eQuality Office offering helps organisations audit critical business functions to better understand the inter-departmental impact back office functions have on customer service and satisfaction. eQuality Office also helps organisations address specific root causes of customer contacts into the call centre, enabling them to uncover data entry errors, compliance issues and ineffective processes for example that result in the breakdown of customer service.
The eQuality Office performance management initiative provides an approach that allows companies to extend their contact centre recording, analysis and e-learning investments to the entire enterprise.
When companies identify the underlying motive for calls into the contact centre, they often find processing delays causing customers to call for status checks and data entry errors driving customer changes, as well as billing mistakes and unclear information creating customer frustration. Unnecessary repeat calls due to inadequate back office processing often contribute heavily to call volumes, which directly impacts a companys bottom line and signals declining customer satisfaction.