Mindshare Unveils Automated Outbound Dial Survey Solution for Call Centers

SALT LAKE CITY--(BUSINESS WIRE)--

Mindshare Technologies, a leader in Voice of Customer (VoC) technologies, today announced the availability of Outbound Dial, an automated callback service that gathers customer feedback to gauge the effectiveness of service interactions.

Outbound Dial was specifically designed to help Mindshare's clients in the call center and service industries ensure that their customers are consistently receiving high levels of quality service. The offering can also be used by any company that wants to gauge the quality of its customer interactions in a system that can't be manipulated by agents.

Within three minutes of an interaction between a customer and a service representative, Outbound Dial's automated callback feature provides the customer with a quick, customized survey. This gives customers 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,” said Jon Grover, VP of product development at Mindshare. “We developed Outbound Dial with this in mind, and have included several features that simplify the process while optimizing outcomes. And because the survey is managed by Mindshare rather than being done in-house, it really cuts down on the potential for fraudulent results.”

Features of Outbound Dial include a scheduling component with time zone support, so follow-up calls are always made at the appropriate time. Mindshare's clients have the option to configure these follow-up calls to occur immediately or in daily batches. Additionally, the customizable surveys are made available in any language, giving Mindshare clients the ability to meaningfully connect with all of their customers.

“This new offering is tailored for our many call center and services clients, but it has the potential to reach into other industries that focus on building customer relationships,” said John Sperry, CEO of Mindshare. “We will continue to develop new services that help our clients to smartly utilize customer feedback.”

Outbound Dial is one of the many specialized VoC technologies Mindshare offers its clients to best transform customer feedback into overall operational improvement. For more information on Outbound Dial and Mindshare's other products and services, visit www.mshare.net.

About Mindshare Technologies

Mindshare drives operational improvement. Using Mindshare, companies improve operational excellence, foster consumer satisfaction, build customer loyalty, and support employee retention. Our industry experts guide clients in building comprehensive enterprise feedback management (EFM) solutions. Mindshare's proprietary survey technology captures the voice of the customer in real time and immediately transforms it into actionable intelligence through powerful and incisive reporting. Mindshare serves more than 25 different industries including travel, hospitality, restaurant, financial, salon, automotive, and retail. For information, visit www.mshare.net.