Media and Telecommunications

PinPoint works with many of the largest US telecom and media companies measuring Net Promoter Score (NPS) and customer satisfaction and acceptance in a market that is being challenged by new online competitors and poor service ratings.

We offer comprehensive Call Center Outbound IVR survey services:

• Our sampling management system, delivers an event-triggered survey capturing the customers’ feedback within minutes of their interaction with the company, whether it is online, through the call center, or for technician in-home visits and customer service calls.
• Creates a proactive solution to determine NPS and customer satisfaction and triggers an alarm if there is an opportunity to act quickly in case of dissatisfaction.
• The system allows for immediate transfer of dissatisfied customers from the survey system to a live customer service agent.
• Integrates with clients’ or PinPoint’s alert tracking website system to deliver real-time data, voice captures, and speech-to-text transcriptions.