Customer Satisfaction Phone Survey
Gather Feedback on your Caller's Phone Experience
Customer Survey offers business callers a quick customer feedback questionnaire at the end of their call, enabling supervisors and agents to assess the effectiveness of existing call handling and customer service procedures.
Use of the service is simple - at the end of the phone call the receptionist, or staff member taking the call, asks if the caller is willing to answer a few questions to help improve the level of customer service and the caller experience. The agent can then press a pre-programmed hotkey to connect the caller to a brief customer survey.
Improved Customer Service
With many existing tools available to the call centre manager for ascertaining group and agent performance, such as assessing times to answer, call clearance rates, wrap up times and call monitoring and recording, Customer Survey allows management to quantify what is arguably the most important consideration - customer satisfaction.
Hosted Customer Survey
Customer Survey is a hosted service, so there are no setup or ongoing maintenance costs. The service is easily tailored to business requirements and alterations to suit new products or campaigns are straight forward.
Caller Questionnaire
Usually the caller will be presented with half a dozen multiple choice questions before being given the option to record specific comments. A well constructed and easy to understand script that only takes a few minutes reassures the caller that their opinion is valued.
Where more extensive information may be required, conditional branching can be included. Based on response to a particular question the caller can be asked additional questions or returned to the switchboard if preferred.
Comprehensive Real Time Information
Caller responses are collated in real time producing a statistical analysis which can be further analyzed by campaign or agent group. Recorded customer comments can be emailed to managers for evaluation and inclusion in customer service audits. Real time quality information can also be displayed on the web allowing agents and supervisors to monitor agent performance with continually updated feedback.
By including additional data, either through Caller ID, dialed number or additional codes embedded in the dial string, caller responses can be assigned to agents allowing assessment and comparison of agent performance.
Customer Survey Features
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Unlimited Multiple Choice Questions |
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Branching Option based on Previous Answer |
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Speech Recognition Capture of Results (Optional Extra) |
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Customer Recorded Messages |
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Email Delivery of Voice and Data Responses |
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Web Access to Voice and Data Responses |
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Audit Reports |
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Real Time Statistical and Graphical Analysis |
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Per Agent Breakdown (Assumes data available) |
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Return to Call Centre Option |
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Professional Scripting Service |
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Professional Recording Service |
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Capacity for Hundreds of Simultaneous Responses |
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Caller Reference Number Option |
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Maximum Responses per Period |
Customer Survey Benefits
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Real Time Customer Feedback for Better Management |
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Independent Measure of Customer Satisfaction |
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Controlled Costs with Pay per Use |
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No Need for Hardware on Site |
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No Specific Training Required |
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Simple and Quick Implementation |
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Customers Feel their Opinion is Valued |
