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across all your customer touch points

Quality

Quality is the measuring of the consistency of the customer experience regardless of what channel they choose to use to contact you.

 

In-gage has a native Salesforce quality module designed to help you score and measure the quality of your service. The quality module is flexible and can be customised not only to suit your industry and requirements but allows several types of scoring from yes/no through to variable per question. The integrated appeals process will allow agents and managers to systematically raise questions and queries on their scores.

 

As the form is built directly into Salesforce you can link the scores and learning directly to cases and opportunities. The enhanced reporting will give your frontline team, managers and senior managers insights into the performance of the team, individuals and departments.

 

With automated personal dashboards, your agents and managers will be able to track and monitor their own performance and, as it’s linked with In-gages other standard modules, drive improvements that will show on the bottom line.

Who are In-Gage?

We started In-gage to solve the problem we had faced for over 20 years; Why would you offer a great experience, where is the monetary value and can it be proved?

 

So after years of learning from some of the best (Ritz Carlton, Hollister, Disney, Starbucks, John Lewis, Harvard and Umpqua Bank) we found a winning formula that once and for all answered the age old question what is the ROI of service and what levers do I need to pull to get generate more of these profits.

 

In-gage was designed to help Service and Sales teams prove the ROI through measuring key customer metrics, like quality monitoring. The app then brings this data in real-time to the people that count, to help them change behaviour and improve processes in a way that drives higher customer loyalty.

 

Our passion for customer and employee experience is the driving force behind our dedication to make the best app we can.

 

It is our goal to deliver $1bn in additional profits to our customers who utilise our app. We are on track to make this happen. Every customer we have had has made significant profit increases once that app has gone live.

Testimonials

 

“Today, in this age of the customer, companies that focus on customer success have the best chance of thriving in a connected world.”

Damilola Erinle
AVP Commercial EMEA, Salesforce

 

 

“In-Gage on the Salesforce platform brings great clarity to our customers’ feedback right down to an individual level and gives clear insights into the strategic operations of the company. The financial impact has been outstanding“

COO Fintech

Interested in Quality? Contact us:


We love what we do and our mission and vision drive us

to change the world one team at a time.


Not quite ready to chat?

 

We regularly host webinars on Quality Assurance – check out the next date below.

The most important conversation in any company is the one between your frontline staff and the customer. How these are handled can either turn your customers into evangelists or detractors.

 

In this webinar we’ll be discussing some of the insights we’ve gained over the last 20 years working with contact centres, and what the impact is when implementing these changes.

 

The session will last 20 mins where we’ll be discussing common quality assurance issues found in contact centres, and ways to solve them. You’ll take away at least 4 actions you can use to drive consistency in your teams, improve your customer experiences and ultimately your word of mouth sales.

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