Attentive™ Customer Experience Workflow

ACE Workflow

Ongoing feedback process operation is performed daily as continuous routines that include the import of service interaction events, the respondents selection, the feedback collection, and the data analysis and reports distribution, followed by constant improvements implementation and acting.

The workflow is triggered by records concerning interactions between customers and the organization imported to ACE (service event records file). The list includes all the data needed for the feedback and the analysis. In order to increase response rate and to save resources, the respondents are selected by a state-of the-art sampling mechanism. The tool produces a dynamic real-time list of customers for feedback via the collection channels according to pre-defined business rules, subjected to a periodical quota management. The collection channels include telephone interview – supported by a CATI interface (Computer Assisted Telephone Interview) – E-mail, and other customizable means. Feedback questionnaires are personalized to the respondent and relate to the specific service event, customer profile, serving representative, etc. and thus increase reliability. ACE produces and automatically distributes periodical reports for the supervisors, seniors and service managers, in HTML, Excel or PowerPoint format. In case of an exceptional feedback, real time alerts are generated, and distributed to relevant managers and functionaries for future handling. ACE feedback process assists in unsatisfied customers´ recovery, business process revision, focused training, improvements in the customer experience the organization offers, and much more.