Interactive Voice Response Scorecard for Excel

"Alignment with Balanced Scorecard and KPIs is a great way to control the performance of Call."


In the modern competitive world it is becoming ever more difficult to capture customer feedback. Traditional methods of receiving customer feedback, including mail and live interview calls, are too expensive for most organizations. Besides, in most surveys the participation rates have dropped to as low as 1 percent. However, using Interactive Voice Response applications allows an organization to get the customers- feedback more quickly and easily, with much higher participation rates. This up to date customer feedback is critical for creating an effective customer retention strategy in an organization.