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Automated Surveys
Capturing the voice of the customer is an important way to manage the effectiveness and responsiveness of your contact centers. Our Automated Post-Call Satisfaction Survey application offers a practical highly effective way to collect your customers’ opinions regarding their interactions with your contact center.
Our 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 short series of customizable questions that capture feedback on key satisfaction elements. Speech Recognition or touchtone responses are collected for each question. Tailored business rules allow sub-questions to be presented based on previous responses.
We then give you reports so you can analyze the effectiveness of your customer service process and each individual live agent.
Our automated approach yields more completed surveys than call-back or web-based surveys because they are presented immediately after your customers’ interaction with the contact center. Our customer service phone survey process provides fast, accurate feedback on your operation and helps you validate that your contact center practices are meeting your customers’ needs.
Contact Solutions has produced a wide range of caller surveys for clients in industries including financial services and insurance, travel and transportation, manufacturing, government and more.
Automated Post-Call Surveys Offer Benefits over Traditional Methods
- Transfer from Call 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 customer responses while the experience is still fresh
- Automated surveys elicit more accurate feedback
- Customers may be reluctant to be candid with live survey agent
- No risk of human error in response collection
- Questions can be changed quickly with no training required
- Less costly approach than live outbound surveys
Contact Solutions Makes Multi-channel Surveys Painless and Inexpensive.
You’ve told us you need more ways to survey your customers. How about surveying them over the web and over the phone? Contact Solutions provides the survey questions and the responses to you in one tidy package, allowing for powerful call center and ‘quality of service’ management.
The best part is that our on-demand web surveys are far less expensive than you would spend to deliver parallel surveys via web and IVR. Plus, you eliminate having two sets of data to analyze.
Complete Customer Feedback Management
Now you can capture customer survey data over the web and have the results captured in the IVR for more complete customer feedback management. We make is easier for you to ask your customer about their call center experience, or anything else you need to know to improve customer satisfaction and quality of service.
Our web survey platform utilizes all of the existing capabilities of our large-scale IVR and web-app platform, software and services. Combined with the application of our Continuous Improvement Practice, we can help you analyze and modify your surveys to improve completion rates and collect more actionable data in the form of highly targeted feedback.
Which ultimately leads to better customer service and satisfaction.
Our survey applications provide a quick and easy way for customers to provide feedback about the quality of the customer service they just received.”