Applications: Capturing customer & employee feedback
"It was important to us to find the best product on the market as we felt that this was a vital way of communicating one of our key company values - 'transparency'".
- Rachel Robinson, Group Business Development Director, Teleperformance.
Capture customer feedback effectively with Opinion-8's powerful integrated web and voice survey technology with unified online reporting. Automated surveys can be carried out through web, phone and SMS but reported on jointly, with all results instantly collated and reported online. Opinion-8 clients use our survey system for a range of purposes:
- Market Research IVR surveys
- Call Centre Quality Management and Agent Surveys
- Employee Surveys
- Customer loyalty ratings
Opinion-8 lets you use web, e-mail or telephone media to get feedback from any target group including customers, employees, stakeholders and the general public. People can offer feedback simply by calling a telephone number that can be advertised via posters, email, websites. Reports are compiled instantly and the raw data are available to you at the click of a mouse. IVR surveys are a cost-effective and simple alternative and are often used in combination with online surveys or other traditional methods to maximise response rates from people with little internet access. See our Market Research IVR case study.
Call Centre Management & Agent Performance Evaluation
Capturing customer feedback is a powerful tool for driving service improvements in contact centres. Agent performance evaluation becomes a simple and transparent process by linking Agent ID with real-time and continuous customer feedback. See our page on capturing call centre customer feedback for more information on why and how to start using Opinion-8 in your contact centre.
Employee Surveys
Many employees do not have easy access to the internet and so will not complete an online survey. IVR surveys are a cost-effective, tried and tested solution to capturing feedback from these employees and can easily be combined with online surveys. See our Employee survey case study for an example. With an automated survey it is easier for employees to feel that their anonymity will be guaranteed, encouraging openness and honesty. The results are readily available on a secure website, with no further costs of questionnaire production, distribution, collection or data analysis.
Call Centre Agent Surveys
Find out how your agents experience their employment situation to drive up retention rates with our new service for contact centres. Using established Opinion-8 survey technology, the service includes a set of tailored questions designed specifically for the UK contact centre context, based on both industry experience and in consultation with organisational psychologists.
Customer loyalty ratings
New research at both the London School of Economics (LSE), and at Harvard Business School shows that word of mouth, both positive and negative, is a powerful component in driving UK business growth. Ask your customers two simple questions and establish whether they are acting as a volunteer salesforce to promote your business - and if not, what you can do to change it! Give Agents access to this information whenever they speak to the customer and turn your customer 'advocacy' ratings around with Advoc-8, a simple survey tool which asks the two most important questions.