• Overview
• How We Deliver
• How We Measure
• Why It Matters
• Proof Points

How We Measure

We quantify the impact of all enhancements we make to your solution before and after implementation. Pre-change baseline metrics are compared to post-change actual results.  Then contact automation impact, cost savings and customer satisfaction numbers are tracked and reviewed with the client.

In other words, we never just "deploy and move on". Everything we do is centered on finding new ways to save you money on an on-going basis while maintaining or improving customer experience.

We even pay our employees on our customers' savings achievements. That's right – a portion of their pay is based on ensuring they help you automate more calls this month than last month.  And they do it without picking your pocket for over-priced professional services or maintenance fees. 

We've just launched a powerful, actionable report for our clients' senior managers: The Continuous Improvement Recommendation Report.

This report shows Continuous Improvement recommendations for applications that, once implemented, will improve the customer experience and/or save our clients money. Applications are grouped together so each manager on our client's team sees only the applications they are responsible for via secure login and configuration.

A bar graph displays the total of projected dollar savings by application. By clicking on each bar, each manager can drill down to a detailed description of each enhancement and its associated cost savings. It also lists the day-to-day contact within the client’s organization for easy contact and approval.

This visibility also empowers each program's executive sponsors to see not only the value of the Contact Solutions Continuous Improvement Process, but how it specifically relates to their individual programs. The report puts accurate, real-time data in each manager's hands, allowing them to take action, tear down obstacles to better service and savings and reap the benefits of each recommendation as quickly as possible.