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SkyCreek and eTouchPoint Win Customer Feedback Management Business at Fortune 500 Call Center, Replacing Incumbent
SkyCreek Corporation, powering IVR transactional surveys for eTouchPoint (www.etouchpoint.com), announced today, that it has been chosen to conduct outbound, post-transaction IVR-based surveys for a Fortune 500 call center, seating over 2,000 agents
Herndon,VA, April 5, 2009: SkyCreek Corporation, hosted contact solutions provider to some of the largest corporations of North America, now collects and manages customer feedback on dozens of call center locations and thousands of frontline employees of a Fortune 500 telco. eTouchPoint's web-based dashboards and scorecards, available to stakeholders at all levels of the service organization, show employee scores, trends and rankings based upon feedback provided by customers. The solution also identifies at-risk customers and generates alerts for customer recovery. The approach offers:
• Improved response rates and the collection of thousands of customer surveys each day
• Dashboard reporting at the company, division, location and frontline employee levels
• Employee coaching scorecards that link feedback to customized training content, available 24/7
The SkyCreek/eTouchPoint solution replaces a program where call center agents manually transferred customers into an automated survey system. This approach was delivering low response rates and introducing agent bias. With the eTouchPoint program, customers receive an outbound automated call within 24 hours of the service interaction with the agent.
"Collecting and leveraging customer feedback is a difficult challenge for every service organization. Our end-to-end solution addresses these challenges by capturing valid, timely feedback from customers while providing the tools to influence agent behavior and retain at-risk customers.", stated Chip James, President of eTouchPoint.
According to Jack Fleming, VP of Business Development at SkyCreek, "We continue to demonstrate to large telco call centers the power of our solutions in collecting customer feedback and using the information to drive change at every level of the service chain."
About eTouchPoint
Established in 1997, eTouchPoint is a pioneer in utilizing business intelligence and customer experience management methodologies to help companies improve their bottom-line through improved customer retention. Built on enterprise-level feedback and battle-tested in Fortune 500 environments, the eTouchPoint platform helps large service organizations monitor, manage and improve millions of customer touchpoint performances, consistently and accurately. For more information on eTouchPoint, please visit eTouchPoint Online
About SkyCreek Corporation
SkyCreek brings decades of high-performance deployment experience in delivering enterprise-class customer interaction solutions to medium and large service organizations. As pioneers in automated, outbound IVR solutions, SkyCreek offers an array of voice and data delivery options to help make the most of the interactions between a company's internal systems and its customers. SkyCreek's products and solutions supply the conduits for the delivery of information to anyone, anytime, anywhere. In short, SkyCreek solutions connect systems to systems, systems to people and most importantly, people to information. Herndon, VA-based SkyCreek serves some of the largest companies in North America. In addition, with the acquisition of eTouchPoint, SkyCreek has cemented its commitment to improved customer care at all large customer-centric service organizations. For all media inquiries, please contact Shamik Ghosh at (703)-834-8027.