Call Centre Customer Survey
Assess Performance of Call Centre Agents
Call Centres provide a direct connection to business clients and consequently the agents taking calls from your clients or prospects become a public face for your company.
It's important to be able to assess the presentation and communication skills of the call centre agents and how the call was perceived. Customer Survey provides a facility to guage public perception directly... by asking them.
Customer Survey is a hosted service from premier telephony provider X-on, which means no cost of setup or maintenance of any equipment, we run the service for you. Triple site voice and data centre redundancy means the service should always be available.
Customer Feedback for Assessment
An option for your customers to provide feedback on their call experience will allow managers, supervisors and even agents themselves to assess agent performance.
With the information collated in real time and presented in reports and summaries based on campaign or agent group, administrators can evaluate agent performance quickly and efficiently. Action can then be taken to improveboth caller experience and agent efficiency.
Ask The Customer
The caller is given the option to take the survey at the end of their call by the agent, who then transfers the caller. The survey can consist of a number of brief questions, with the additional option for voice messages to be recorded.
Response times, helpfulness, and friendliness are commonly assessed during a Customer Survey. There are an array of 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 provides the opportunity to find out what the customer thinks.
Customer Survey Features
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Unlimited Multiple Choice Questions utlizing Branching, with Email Delivery of, or Web Access to, Data Responses |
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Customer Recorded Messages, with Email Delivery of, or Web Access to, Voice Responses |
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Audit Reports and Real Time Statistical and Graphical Analysis with Per Agent Breakdown |
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Return to Call Centre Option |
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Professional Scripting and 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 Feedback Aiding Management and providing an Independent Measure of Customer Satisfaction |
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No Need for Hardware on Site and No Specific Training Required |
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Controlled Costs with Pay per Use |
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Simple and Quick Implementation |
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Improved Customer Relations as Customers Feel their Opinion is Valued |
