Let Your Customers Lead The Way

Outsourcery is the UK's leading provider of mobile-centric unified
communications (UC) and hosted IT solutions to small and medium-sized
businesses. This has been achieved by forming strong, enduring
relationships with their customers and partners - and by bringing them
the latest innovations in business technology. They strive to listen to, and
learn from their customers, Rant & Rave lets them do this at one of their
key Moments of Truth, straight after a customer service call.

On completion of a call customers are transferred to a feedback
platform where they can rate their experience and leave any additional
freeform comments they may have. Award winning text analysis is then
used to understand every word. Results are presented back to decision
makers in an easy to read dashboard, alerting them to opportunities for
praise and areas in need of improvement.

Crucially Outsourcery can react to customer feedback quickly - those
using the dashboard can see a broad overview of trends as well as
drilling down in to individual customer comments, the time of the call
and which agent they spoke to. Monthly email updates are sent from
Outsourcery senior staff to call centre employees giving those who have
received positive feedback special recognition, or highlighting areas of
concern. Outsourcery use the insight gathered from the system not only
to rectify customer issues but also to influence staff training and strategy
going forward.

The service was first implemented in 2008 and in June 2011 Outsourcery
completed their first full month without a single piece of negative
feedback , something that Outsourcery have directly attributed to the
impact of the Rant & Rave.

“Since using Rant & Rave we have made significant improvements to
our processes, procedures and service offerings, resulting in a dramatic
increase in our customer satisfaction scores.”

John Winter - Customer Loyalty Team Manager