Stabio, Switzerland, March 30, 2014 --(PR.com
)-- The Loway Company, known for the development of the QueueMetrics™ call-center suite, released its first call-centre customer satisfaction survey as a free eBook.
According to their corporate philosophy that binds accurate data measurement to relevant business improvements, the Swiss company sent to their customers a survey about the usage of Asterisk® and QueueMetrics™ for their daily needs in call-centers management, analysis and statistics. This was done to assess the perceived needs of existing customers so that future improvements could be prioritized. This is the first professional case study of its kind reported in the contact-center industry for installations based on Asterisk® technologies.
Data collection for the survey was done in the period of October and November 2013 and treated as an anonymous online form; not personal information on respondents was collected. Loway did not offer any prize or giveaway to the respondents in order to avoid biasing the sample in their favour and keeping the research as fair as possible.
They had over 150 respondents, ranging from small to very large call-centres. The sample shows that professional users have often started to use GUIs instead of hand-programmed dialplan.
The survey is without any doubt relevant to professionals who creates or manages call-centers with Asterisk®. Too often, an Asterisk-based PBX is still perceived as a risky proposition by clients switching from other systems. Definitely Asterisk® proved to be a valid platform to build contact centres with, and grants its users an impressive level of customer satisfaction.
The survey 2014 is available for free download at http://queuemetrics.com/callcenter-survey.jsp