FOCAS, a new software solution meant to ensure that businesses and organizations deliver top notch customer service to clients has been launched.
The FOCAS software system which has been in development for the past 3 years, allows customers to rate the quality of service provided them by a staff of a firm or organization.
A customer using the software, can rate the performance of a staff and the organization itself with regards to the quality of customer service delivery based on five (5) questions which measure the staff’s reliability, responsiveness, empathy, assurance and overall satisfaction.
In rating the level of service quality, a customer gets to select the picture of the staff that attended to him or her, fill in his or her personal details, reason for visit and duration of stay and then submit the information all in 10 seconds.
With the information provided by the customer, the organization can tell whether a staff had a bad rating or a good rating and whether a customer was satisfied with the service or not.
Speaking about the innovative software, Co-founder of FOCAS, Dr Kobby Mensah, averred the software allows firms and organizations to know the true performance level of its individual staff.
“This means staff appraisal and rewards schemes can be done objectively without any subjectivity. We can now also do customer service awards without any bias,” he told norvanreports.
“With FOCAS, businesses can now measure the performance of their frontline staff with ease and in real-time. Business with branches can even compare branch performance because the software is networked,” he added.
The FOCAS software solution as noted by Dr Kobby Mensah can be used by banks, hospitals, telecommunication companies and all other service oriented firms.
The software system helps in staffing, appraisal, training, rewards schemes and even allocation of resources in an organization.