Communications For Research, Inc.

CASE STUDY # 1

Title: Telephone interviewing -- Customer Service case study

Situation: A medical products company has a phone room that receives incoming phone calls from their customers--The Customer Care Service Center. The medical products company needed a way to evaluate the agents as well as the quality of the service being provided to these customers.

Our Solution:

• Designed a telephone survey for both medical professionals and end consumers
• We called respondents within 24-hours after they contacted an agent with questions.
• The medical products company provided daily customer record lists.
• We collected, tracked and reported survey results and comments electronically through a pre-set schedule and on an as-need basis without limitation
• We generated automated electronic messages to be sent to the client when any of following occured:
  • Low customer satisfaction score
  • Certain responses to pre-set questions
  • Customer mentions specific issues or concerns
  • When individual agent receives high marks
• Provided real-time access to information through a secure remote access to the electronic report system that was available 24/7
• Reported data at the Call Center Agent level.

Results: The overall quality of agents increased both in terms of knowledge and capabilities. The quality of the customer experience increased as well with higher customer satisfaction.
 

TESTIMONIAL # 1

"I have worked with CFR since 2003 because they do a super job on any programs they sign off on. From government research studies to studies for large energy companies, CFR always delivers in the end. My company also has a multitude of on-going research work being processed weekly at CFR and they have delivered creative thinking and super results each and every time."

Joseph Lucero
Strategist
Communications Marketing Services, Inc.

TESTIMONIAL # 2

"At The Lindberg Group, we place a very high value on quality data collection. We choose Communications for Research to conduct our telephone surveys because we know we can be confident that they will deliver the quality we expect.

In addition, the project staff is very responsive to our timing needs as well as very detail-oriented in terms of preparing the questionnaire for programming, briefing supervisors and interviewers, providing production reports and delivering the data files.

We use Communications for Research exclusively for our telephone interviewing needs and will continue to recommend the company to clients, colleagues and associates."

Suzanne Lindberg
Partner
The Lindberg Group, Inc.