Bypass the call centre agent with "Stealth Mode"
With stealth mode, all or a proportion of all calls to the call centre are answered by the Opinion-8 computers before the customer speaks to an agent. Using recorded messages, Opinion-8 then asks the caller whether they would like to participate in a customer satisfaction survey at the end of their call. The caller responds Yes or No to this question using the telephone keypad. Their call is then connected to the call centre agent. At the end of their interaction with the call centre (i.e. when the agent hangs up), the call is automatically transferred to Opinion-8 again and a survey is conducted.
Features
- Caller participation selection is performed automatically by the Opinion-8 computers, without any agent intervention.
- End-to-end call recording of the callers interaction with call centre is performed and available via the Opinion-8 website.
- Each answered questionnaire (and any comments recorded) are linked to the call recording of the corresponding interaction.
Benefits
- Call centre agents do not need to perform any extra actions such as introduce the survey, or transfer the call. Hence Opinion-8 does not have any effect on the agent 'talk time' of the campaign.
- Survey participation is not dependent on the agent offering the opportunity to the caller so agent 'cherry picking' is not possible.
- Using the answers and comments (if any) in each questionnaire, managers are able to ascertain the caller's perception of the service provided and relate that to the actual service given, by listening to the recording of the call.
- End-to-end call recording enables managers to listen to the entire experience received during the interaction, including time to answer, effectiveness of in queue announcements, etc.