Charter Continuum lets you easily capture and manage all forms of customer feedback from the corporate call centre to frontline staff and online operations.
It provides a dedicated platform to support high transaction, multi-contact channel communications including web, telephone, email, voice, fax, letter and face to face contacts.
The intuitive browser based front end means complaints and feedback can be quickly captured at the first point of customer contact allowing you to extend the customer service function to the frontline of your business operations.
For forward thinking organisations, Charter Continuum's web based architecture lets you deploy a self-service approach to customer service by allowing customers to log and track their complaints or enquiries on line in real time.
In corporate HR environments, Charter Continuum is being used to manage staff feedback and suggestion programs.
Business Value
- Multi-channel contact support – web, telephone, email, voice, fax, letter, face to face
- Implement one system for managing all complaints and feedback
- Improve quality of customer interactions
- Proactively capture, manage and log complaints anywhere in the business
- Establish a first point of contact approach to complaint capture
- Extend customer service function to frontline operations
- Rapidly deploy a departmental or enterprise wide complaint management system
- Ensure a consistent approach to complaint capture and management
- Establish web based self-service complaint handling
