Helsana, one of Switzerland’s largest health insurance providers, is reportedly using Volt Delta’s OASIS call center solution to improve its customer service.
In particular, Helsana is gaining new insights into its customer service using the OASIS on-call Survey application. The IVR-like application has enabled the company to deliver fully-automated, speech-enabled telephone surveys at the end of each interaction. This way it can monitor how satisfied customers are with the company and its services.
With OASIS on-call Survey, companies can design and configure speech surveys within a matter of minutes and to go live immediately afterwards. Surveys are created and launched by clicking together any number of more than 30 professionally recorded questions and setting dialog options using an intuitive, Web-based interface.
In order to save money, many organizations are moving away from manual, live surveys and are now using speech-enabled IVRs to automate them.
There are several advantages to automating post-interaction surveys: Most importantly, it reduces the amount of time agents have to spend on the phone with customers, thus significantly lowering call center operating costs.
In addition these systems deliver the surveys consistently – there is never any variation in how the questions are delivered or the tone that is used – thus they are inherently “neutral” in nature. The result is more accurate survey data.
What’s more, research shows that customers are far more likely to complete an automated survey than a live survey with an agent, because they tend to feel more comfortable giving their opinions to a “machine” rather than a live person.
With Volt Delta’s OASIS on-call Survey application, reports on survey results, as well as recorded audio, are available in real time online. What’s more they can be exported to third-party applications for further analysis. OASIS on-call Survey is a fully hosted solution and thus can be implemented quickly and affordably, with minimal IT support.
“Helsana is constantly looking for ways to provide an even better customer experience, and OASIS on-call Survey from Volt Delta has already proven to be a very effective tool for learning more about how we’re perceived by our customers,” said Cem Ece, manager of quality and support for Helsana, in a release. “Surveys are incredibly easy to set up and launch and very non-intrusive as well, thus meeting with high caller acceptance. Most importantly, OASIS on-call Survey provides us with tangible metrics for gauging service quality and precisely targeting areas we’d like to improve on.”
Yusuf Bulan, managing director of Volt Delta International in Germany, added that with innovative solutions like OASIS on-call Survey, “any company that has a contact center can quickly gain insight into customer satisfaction with its products, services and the level of customer care itself, or to conduct market research, poll test groups or in many other scenarios.”
Volt Delta made news last month when it announced
that it had leased space in a London data center in order to support growing demand for its hosted call center solutions. Specifically, Volt Delta has leased 5,000 square meters of space at Powergate, TelecityGroup’s latest London data center in Acton.
Patrick Barnard is a contributing writer for TMCnet. To read more of Patrick’s articles, please visit his columnist page.
Edited by Patrick Barnard