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Mindshare's New Call Center Training Software Features Instant Feedback Surveys

By Rajani Baburajan, TMCnet Contributor

Mindshare Technologies, specializing in call center training, announced the availability of their new automated callback service, Outbound Dial, for its call center and service industry customers.

Outbound Dial can also be used by clients gauging the quality of their customer interactions through a system that can’t be manipulated by agents.

Outbound Dial features a callback function that provides the administrator or supervisor with a quick, customized survey within three minutes of an interaction between an agent and customer. It gives the opportunity to rate specific aspects of the interaction and provide real-time feedback to call center management for training.

 “Many call centers and service clients already use some sort of follow-up method that measures the performance of their agents, but our clients were looking for an easier, cost-effective option that would increase the quality of customer interactions,” Jon Grover, VP of product development at Mindshare, said in a statement.

Outbound Dial includes a scheduling component with time zone support, so agents can make follow-up calls at appropriate times. Follow-ups can be configured to occur immediately or in daily batches.

“We developed Outbound Dial with this in mind, and have included several features that simplify the process while optimizing outcomes,” Grover added. “And because the survey is managed by Mindshare rather than being done in-house, it really cuts down on the potential for fraudulent results.”

Surveys provided through Outbound Dial are available in different languages.

With this new call center training, Mindshare targets not only the call center and services clients, but other industries focused on building customer relationships. Outbound Dial is one of the many specialized VoC technologies Mindshare offers to its clients to transform customer feedback to improve operational efficiencies.

Mindshare recently announced it tripled the size of its text analytics team with the addition of product managers, developers and text analytics engineers. The Mindshare Text Analytics Suite is currently used by household name brands in the retail, restaurant and call center industries.

Edited by Braden Becker


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