Enhanced Agent Selection - for better control
Enhanced Agent Selection gives you more control over agents in order to minimise the risk of 'cherry picking' - ie. that agents only refer happy customers to the survey. With this mode of implementation the Opinion-8 website chooses which callers should be offered the opportunity to participate in a survey.
Features
- Enhanced agent selection allows you to monitor both how many customers each agent is transferring to the survey system, and what percentage of their callers they say decline to participate. To check whether an agent is actually giving callers the opportunity to participate you will need to check sampled call recordings.
- You can decide the criteria by which your customers should be selected for invitation to the survey.
- Your can change these selection criteria at any time. For instance, you may wish to increase the number of customers a particular agent or team refers if you have a concern about their performance, or if they are in training.
Benefits
Being able to control how many surveys agents should offer to customers brings a number of benefits:
- Training: Increase the number of calls surveyed for particular agents to assist learning.
- Individual Monitoring: By requiring an agent to give every caller the opportunity to be surveyed, you can remotely monitor performance by checking call recordings or through test calls or mystery shopping
- Performance Management: If the system is set so that all callers should be invited to participate, the survey participation request can then be measured along with the other KPI's provided in the mystery shopping report.
- Flexibility: If call volumes suddenly rise, you can reduce the proportion of callers being surveyed to reduce call length for the busy period - bearing in mind of course that it is just as important to find out how callers perceive your service during busy periods as when the call volumes are low. Campaigns for utility, government and charities however who have to respond to genuine 'emergency' situations, can benefit from the ability to temporarily turn Opinion-8 surveying off.