What our VFGs are:
- A tightly coupled tool that can work in conjunction with AnswerOn predictive modeling or without it to identify problem areas that are universal to your call center
- A safe, anonymous space for your agents to share their thoughts
- A way to probe deeper into relationships between agents and managers
What our VFGs are not:
We have moderators on during the VFG to follow-up in real time.
High planning effort for you.
AnswerOn's predictive model generates a list of high-risk agents, or you can provide your own list of agents you want to participate and choose a time for them to do the VFG.
Time consuming and going to keep your agents off the phone.
VFGs can be as long or as short as you want them to be. The typical VFG is five, 15-minute sessions spread across three days.
A forum for unproductive complaining.
Agents are encouraged to provide meaningful feedback and are prompted to share details.