10 times fewer hours
of preparation
for monthly COPIL
Very strong optimization
of actual training needs
+40% of evaluations
completed
They already use the hubicus solutions
Guillaume BENOIT
In-house evaluations and evaluations by our service providers are supplemented by those made by Hubicus. This complementarity of evaluations by Hubicus is very relevant to remove all subjectivity and ensure a perfect homogeneity throughout Europe.
Outsourcer Manager - Customer Service - Vente Privée
Frédéric BERNARD
Real-time access to our customers' opinions through Hubicus Feedback is a guarantee of autonomy, accountability, fairness and transparency for our consultants, whose significant part of the variable is impacted by the customer satisfaction score.
Customer Experience Director, Marketing and Communication- Chronopost
Chloé BEAUVALLET
Used by the PMU's three internal contact centers, Hubicus Quality Report is "the tool" for measuring the quality delivered. Shared between consultants, supervisors and the quality team, it is a guarantee of homogeneity of the measures, promotes exchanges, establishes them on common criteria and thus helps individual progress.
Customer Relationship Manager - PMU
Evaluating the quality of the customer relationship is, for decision makers and service providers, one of the top priorities.
(Whitepaper « Agora des Directeurs de la Relation Client » june, 2015)
Hubicus provides a global offer of SaaS software, covering 3 complementary approaches:
Quality Monitoring
Compliance assessments
of the process
Feedback Management
Multi-channel hot topic polls.
Abilities
Knowledge quizzes and management
of employee skills.
Quality Monitoring
Process compliance assessments
-
1
Create your own criteria
and evaluation grids -
2
Choose the interactions you
want to evaluate (telephone, e-mail,
chat,...) -
3
Evaluate and debrief
-
4
Analyze and share
-
Hubicus Quality Monitoring offers a wide range of advanced features
- Unlimited number of criteria
- Customized weights and measurements
- AFNOR EN 15838 certification standards
- Accompanied or autonomous debriefing
- Calibration
- Direct access to quality assessment benchmarks
- Qualification of context
- Alerts
-
Hubicus Quality Monitoring includes a powerful real-time reporting tool:
- Score by grid, media, contact pattern
- Follow-up of evaluations
- Score by criteria
- Follow-up of evaluations
- Statistics on debriefing and calibrations
- Reporting adapted to AFNOR EN 15838 norms
Hubicus Quality Monitoring is a fantastic collaborative tool:
- Accessibility to all employee assessments
- Sharing assessments
- Organization of calibration sessions
- Request a demo
Feedback Management
Multi-channel hot topic surveys.
-
1
Create your surveys
-
2
Add recipients
(manually or automatically
through our connectors) -
3
Detect dissatisfaction
-
4
Analyze and share the results
-
Hubicus Feedback offers a wide range of media to distribute your surveys :
- SMS
- Integrated on your website
- Telephone
Hubicus Feedback allows you to automatically trigger surveys after customer contact:
- With its different connectors, your survey recipients can be contacted immediately after contact with your customer relationship center, a store, an order.
-
Hubicus Feedback integrates a powerful real-time reporting tool:
- Follow-up of campaign circulation (delivered, replied, spam...)
- Score by store, team, employee
- Score by question
- Score by NPS type indicator, Satisfaction, CES,...
- Research and analysis of written feedback
Hubicus Feedback respects your customers :
- Market pressure management
- Purge responses depending on desired time period
Hubicus Feedback is an extraordinary collaboration tool :
- Access to all consultant or store manager surveys
- Sending e-mail alerts for unsatisfied respondents for immediate processing
- Sending regular summaries for marketing or operational circulation
- Request a demo
Abilities
Knowledge quiz and
employee skills management
-
1
Create your quizz
-
2
Add recipients to
users -
3
Administer the duration
of the quiz and the reminders -
4
Analyze et share the results
-
Hubicus Abilities offers a wide range of features to ensure knowledge controls :
- Unlimited quizzes and questions per quiz
- Multiple responses
- Insert images
- Management of distribution by individual, per team...
- Possible limitation of response time
- Programming of quiz beginning and ending time
- Availability of the right answers
Hubicus Abilities integrates a powerful real-time reporting tool:
- Follow-ups of circulation
- Score by team, employee
- Score by question
- Request a demo
HUBICUS CONNECT: a set of connectors to save time and responsiveness
- Automatic retrieval of records, e-mails,
chat from your existing solutions - Synchronization of users with your business directory
- Triggering satisfaction surveys from your CRM
- Integrating data into your CRM or BI solution
Three steps in one solution
from 189 Euros HT per year and per user
EXTENDED SERVICES OFFER
HUBICUS COUNCIL to have the best training and quality audit expertise
- Assigned quality assessments performed by our Quality Auditors
for an external view - Training and accompaniment on changing procedures
of Quality Monitoring and Feedback Management - Realization of Feedback
- Satisfaction survey creation workshop
- Evaluation grid creation workshop
- Assessments and mystery customer trials in French, English, Italian and Spanish
PARTNERS
OUR GUIDES
Upload white book - Benchmark of KPIs 2018
Find key figures to evaluate your customer service !
A study to compare you on the market.
Get the latest Quality Monitoring guide
and find out how to improve your assessment process.
Download the new Feedback Management Guide and discover how to master the measure of customer satisfaction.
About hubicus
Atypical by virtue of its role as a solutions publisher and consulting company, Hubicus assists its international clients daily in monitoring the quality of their customer experience. As a result of the merger of Viséo Conseil and Telemetris, Hubicus is the French leader of Quality Monitoring and a specialist in feedback management. The solutions available in SaaS and multilingual mode are used by more than 30,000 professionals. Hubicus publishes the solutions: myViséo, Telemetris QUALITY REPORT, Telemetris FEEDBACK REPORT.
Hubicus is a wholly-owned subsidiary of BVA Group. Hubicus, already solidly established in the Customer Experience (Data Satisfaction Survey, Data Science and Mystery Shopping), completes BVA's offering with a range of do-it-yourself tools and services, enabling you to gain autonomy and responsiveness. Our Addict Customer Relations team supports you in optimizing your quality and the associated action plans.
Our values
HUBICUS RECRUITING
If you have talent, good experience in customer relationship management or customer relationship centers or you are a passionate software developer, then let us know about your experiences, your ambitions… and meet up with us!
