Articles
8 February 2012

AAA Life Insurance Company Utilizes inContact’s ECHO

by PR or News Wire

08 February 2012—

inContact, Inc., a market leader in on-demand contact center software and agent optimization tools, announced that AAA Life Insurance Company has received excellent results using Every Customer Has Opinions Survey (ECHO) one of inContact’s agent optimization tools to measure customer satisfaction levels.

 
ECHO provides customized survey options for companies to improve service delivery in near real-time. With ECHO, outbound calls with an automated survey are initiated to customers after they speak with the contact center agent. The results are used to better understand the customer’s experience with the contact center agent.
 
At AAA Life, Members and new business prospects answer short survey questions and even have an opportunity to leave a message with candid feedback. The information is gathered and logged, so managers can quickly reward agents or have them modify their behavior. Agents and managers can see the ECHO data at any time.  Agents are encouraged to log into the system regularly to check their personal statistics.
 
“inContact enabled us to better manage our employees and the quality of the work,” said Jack Baasel, general manager of AAA Life’s Omaha operations. “If we can’t measure it, we can’t manage it, and inContact has enabled us to do both.”
 
Customer service is certainly growing in importance, as companies look for ways to maintain customers and increase revenue in a challenging economy. According to analyst group Peppers and Rogers, “almost two-thirds (64 percent) of U.S. firms say that customer experience played a critical role in their strategy in 2008, up from about half that number (38 percent) in the prior year—and for good reason. Service now trumps price as the number one reason adults purchase from one company versus their competition.” (Winning on Service in an Uncertain Economy, 2008)
AAA Life’s survey results are utilized in the company’s annual, quarterly and daily Key Performance Indicator reports to monitor contact center and agent effectiveness. This information is also used to improve processes across the company. “Service is the eyes and ears of a company, and we forward recommendations for improvements received from the surveys to other applicable departments,” said Baasel.
 
AAA Life uses the ECHO data to follow up with customers who rank their experience with the contact center as neutral or lower. These customers receive a call from a supervisor to see if any residual issues can be addressed. “It allows us to handle member issues that weren’t escalated, that we may not have known about otherwise,” said Baasel. “People are really impressed and feel valued when we call back.”
 
“More and more companies are realizing the value of listening to the voice of their customers,” asid Paul Jarman, inContact CEO. “ECHO provides the valuable, real-time information companies need to ensure they are providing leading customer service and have a method to initiate service recovery as needed.”
 
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