Customer Phone Survey

Optional End of Call Survey to Assess Agent Performance

Call Centre Supervisors can use the Customer Survey service to give callers a quick customer feedback questionnaire at the end of their call. This enables evaluation of the effectiveness of call handling and customer service procedures.

The procedure is simple, with the agent asking, at the end of the call, if the caller is willing to answer a few questions to help improve the level of customer service. The agent then presses a hotkey to connect the caller to a brief customer survey.

Questionnaire

Commonly the caller is asked half a dozen multiple choice questions before being provided the opportunity to record specific comments. Conditional branching is an option if more extensive information is required i.e. dependant on caller response, additional questions can be presented, or the caller returned to the switchboard if preferred.

A short, well constructed, easy to follow script reassures the caller their opinion is valued.

Customer Service Improvements

PhonePresence Call Centre provides a comprehensive array of supervisor tools and control for ascertaining group and agent performance, including times to answer, call clearance rates, wrap up times, call monitoring and recording. The Customer Survey service provides an additional facility, the ability to quantify customer satisfaction, possibly the most important consideration.

Flexible Customer Survey

Customer Survey is hosted as an optional part of the PhonePresence Call Centre package, eliminating setup and ongoing maintenance costs. The service is flexible, being easily tailored for any requirement and alterated to suit new needs.

Real Time Information

Collation of caller responses analyzed by campaign or agent group produce a real time statistical analysis. Supervisors can receive recorded customer comments by email for evaluation and inclusion in customer service audits. Additionally, supervisors and agents can monitor agent performance with continually updated feedback displayed via the web.

Using caller ID, dialed number, or additional codes embedded in the dial string, caller responses can be assigned to agents to facilitate comparison of agent performance.

	Real time customer feedback
	Independent customer satisfaction measure
	Pay per use to control costs
	No on-site hardware needed
	No training required
	Simple implementation
	Values customer opinion

	Unlimited multiple choice questions
	Answer based branching option
	Speech recognition result capture (optional)
	Recorded customer messages
	Emailing of voice and data responses
	Web access to voice and data responses
	Audit reports
	Real time graphical statistical analysis
	Per agent breakdown
	Optional return to call centre
	Professional scripting and recording
	Hundreds of simultaneous responses
	Caller reference number option
	Maximum responses per period