CallCopy's cc: Survey Helping Companies to Measure Net Promoter Score

COLUMBUS, OH, Jul 31 (MARKET WIRE) --
Companies looking to measure their Net Promoter Score (NPS) need to look
no further than CallCopy's customer survey system, cc: Survey. Available
as a stand-alone hosted application that can be integrated with
CallCopy's cc: Discover suite of contact center applications, cc: Survey
provides companies the ability to develop multiple customized surveys
through a Web-based interface. Customers can complete the surveys over
the phone or online. Survey questions, like the NPS question, can have
dynamic point values assigned to them to weigh sections and surveys
according to the needs of a center's staff and clients.

By asking the question, "How likely is it that you would recommend this
company to a friend or colleague?" companies can determine which
respondents are promoters, passives and detractors. The Web-based
reporting capabilities in cc: Survey enable companies to then drill down
to specific metrics, and better understand the percentage of people who
selected each response. Subtracting the percentage of detractors (0-6)
from the promoters (9-10) will produce the NPS. Companies can also get
reports on survey completion rates, and compare survey results to
Automatic Call Distributor reports to determine sample populations.

"Customer referrals are an excellent driver of new business, particularly
if you can earn them consistently," said Ray Bohac, president and chief
executive officer of CallCopy. "cc: Survey is the ideal tool for measuring
a company's Net Promoter Score, providing the interface and backend
reporting capabilities to help companies capture and measure the impact
of customer feedback. With the data captured in cc: Survey, companies can
better understand how loyal their customers really are, and use the
information to improve customer referral rates, as well as customer
retention and service."

To complete the surveys callers can be transferred from a contact center's
phone representative into the survey system, or they can dial a toll-free
number to participate in surveys independent of the contact center. The
software can be configured to flag a survey as complete after the NPS
question has been answered even if the remaining survey question were not
completed. This is helpful to avoid discarding unfinished surveys that may
contain useful data to help generate a more accurate NPS.

For more information on cc: Survey, visit
http://www.callcopy.com/surveys.html.

About CallCopy

CallCopy, Inc. is one of the industry's fastest growing call recording and
quality monitoring software companies. CallCopy's mission is to deliver
the highest levels of quality to its customers, so they can deliver the
highest levels of quality to their customers. With the release of the cc:
Discover software suite, CallCopy has combined call recording and quality
management with customer surveys and speech analytics. The cc: Discover
platform offers a more flexible Application Programming Interface,
extending the value of the platform to third-party workforce management,
IVR, HR, and CRM software. By enhancing the exchange of data between the
different systems used across the enterprise, CallCopy helps bring the
360-degree view of your performance into a 3-D perspective. For more
information, visit www.callcopy.com.

Contact:
Kevin Wilson
513-898-1008
Email Contact

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