Outbound Call Center Featured Article

Ideal Dialogue Rolls Out Call Center Product

November 06, 2009

Tampa, Fla.-based Ideal Dialogue has reportedly launched systems for improving call centers’ customer satisfaction ratings.

Previously known as Quality 3, Ideal Dialogue is unveiling its new branding and releasing details of the research and development behind IDEAL systems on its site.


Company officials said they brings to the industry a "focus on the human component of customer service," and that the systems are designed to "refashion hiring, training, and performance improvement for outsourced and in-house call center operations."

Systems include voice agent selection, agent training, leader selection and training and performance-to-goal mapping. Each of the systems is offered as a standalone product or as a component of the complete suite.

“Ultimately, it is the human component -- communication between agent and customer --that wields the greatest influence on your brand’s reputation,” said Ted Nardin, president of The Ideal Dialogue Company, in a statement. 

He said the tools are designed in part "to change the way consumers perceive both the service they receive and the brands they use.”

"When we first set out to uncover the fatal flaws of the call center industry, we took an investigative approach. We studied employee satisfaction surveys and employee exit interviews from support centers like yours," company officials said on the Web site. "We analyzed thousands of customer satisfaction surveys from around the world. Then, we combined our field intelligence with more than 50 years of research on human communication. Through this intensive study, we discovered critical deficiencies at the core of customer service. That’s when we developed the IDEAL Dialogue Suite."

Explaining how it works, company officials said that by revolving the agent’s view 180 degrees, "IDEAL Agent reveals the service call experience from the customer’s point of view. In doing so, it illuminates the concepts of perception management. Through self-reflection exercises, agents learn to assess their own voices and effectively adjust the way they sound. In the end, making the customer interaction comfortable and effective becomes second nature." 


 

David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.

Edited by Amy Tierney

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