Automated Phone Surveys
Capturing the voice of the customer is an important way to manage the effectiveness and responsiveness of contact centers. Traditional, live phone surveys leave much to be desired as a cost-effective and accurate measurement for customer satisfaction. Contact Solution's Automated Post-Call Survey application offers a practical, consistent, and highly effective way to collect your customers' responses to their interactions with your contact center.
CSI satisfaction survey applications provide a quick and easy way for customers to provide feedback about the quality of the customer service they just received. The CSR's identification is captured and the customer responds to a series of questions which are customizable. Reports enable management to analyze the effectiveness of the customer service process as well as individual representatives.
The automated survey process provides valuable, accurate feedback on contact center operation and helps validate that contact center practices are meeting customers' needs. Customers are presented with a series of customized questions to capture feedback on key satisfaction elements to improve contact center staff management. Touchtone responses are collected for each question. Tailored business rules allow sub-questions to be presented based on previous responses.
CSI clients have found our customer service phone survey process provides valuable, accurate feedback on their operation and helps them validate that their contact center practices are meeting their customers' needs. The automated approach yields more completed surveys than call-back or web-based surveys because they are presented immediately after their interaction with the contact center and take only a minute to complete.
Automated Post-Call Surveys Offer Benefits over Traditional Methods
- Transfer from Contact Center directly into survey yields higher participation
- Customer stays engaged after call while interest is highest
- Eliminates challenge of reaching customer live via outbound calling
- Immediate feedback improves accuracy of responses
- No delay between contact center interaction and survey
- Customer remembers more details about the interaction
- Automated surveys elicit more accurate feedback
- Customers may be reluctant to be candid with live survey agent
- No risk of human error in collection of responses
- Less costly approach
- Eliminates live outbound contact center costs
- Questions can be changed quickly with no training required
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