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Software system will help the company monitor customer satisfaction levels and make adjustments to improve performance.
Reno, NV (PRWEB) February 03, 2013
BackgroundFee.com announced today that they have launched a new customer service satisfaction software system that will allow them to better measure the performance of their representatives.
“We realized that we did not have in place a system that would give us real-time metrics of how satisfied or unsatisfied our customers were with our performance,” company spokesman Josh Fraser said. “Simply waiting to see if customers come to us to thank us or go online to complain is not enough. We needed a way to actually document how we are doing so we can make improvements if needed.”
The software will evaluate a number of different parts of the customer service experience including the amount of time the call took, how long the customer was on hold if at all, if the customer had to be referred to another representative, and if the issue was resolved.
It will also reach out to a random sampling of customers who contacted BackgroundFee.com to survey them as to their feelings about the experience.
“We will be able to take this data and gain a better understanding of our strengths and weaknesses,” Fraser said. “Then, when we find a system that is working well, we'll build up that system. And when we find ways that we are failing, we will fix that problem.”
The software will go live later this week and all members of the customer service staff have been made aware of it, Fraser said.
“We are doing the final round of beta testing to make sure there are no glitches, and then we are ready to roll in out,” Fraser said. “We can't wait to see the data so we can become the best customer service company in the industry.”
BackgroundFee.com was established to serve the needs of consumers looking for a fast, safe and convenient way to purchase vehicle history, driving records, warrant check or public records checks. The company is a trusted vehicle history, driving records, warrant check or public records source, processing thousands of online searches and earning a reputation as a leader in the industry.
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