Post-call IVR surveys for contact centre customer feedback
“Opinion-8 is a very useful tool for us. As it provides immediate feedback it’s an excellent staff motivator. We find it extremely competitively priced and good value for money. It fulfils our requirements perfectly.”
- Michaela Marcham, Head of Service at bss
Listen to an example of a post call satisfaction survey - [wav (~6MB) | mp3 (~2MB)]
Today's successful companies are the ones who continuously keep in touch with what their customers think, and nowhere is this more true than in a contact centre. Gaining customer feedback on the service provided immediately after contact gives real-world and real-time understanding of the customer experience. Post call IVR surveys allow the customer to speak for themselves, driving service improvements based on current feedback rather than yesterday's issues. And Opinion-8 post-call surveys require a minimal amount of management and agent time, freeing up resources and increasing call handling capacity.
- Why use post-call IVR surveys in your contact centre?
- How to transfer callers to your survey
- Attaching contact centre data to your Opinion-8 survey
- Call centre agent surveys
- White Paper: Call Centre Quality Management
- White Paper: The new performance framework for public sector contact centres
Post-call IVR surveys for Quality Management
Post-call IVR surveys give customer feedback metrics that are:
- Objective – The actual opinions of your customers are what you see, not a third party’s interpretation of them.
- Immediate – The customer’s opinions are obtained directly and immediately, not as part of an unrelated interaction by mail, email or phone.
- Continuous – Busy call centres have even more reason to monitor their quality. The Opinion-8 service runs 24 hours a day, seven days a week.
- Significant – Gives statistically significant and representative data.
- Measurable – Data analysis gives quick and easy insights into changes in customer satisfaction. Cross-analysis with contact centre data such as agent ID, queue-time etc. can easily be done.
- Proactive – Alerts can be sent via sms or email to managers if results are falling outside acceptable limits, so that action can be taken.
- Visible – Lets you demonstrate to customers that you are proactively asking for their feedback in order to improve service.
Call Centre Agent evaluation & training
Post-call IVR surveys are a powerful tool to help your call centre move forward by highlighting areas where agents may need more training, or where systems need to change. Customer feedback can help you make the move 'from Agent to Expert', seen as the way forward for the industry by many commentators at the moment. By linking feedback with Agent ID you can see detailed information on how well the customers rate the service provided, how many customers the Agent transfers to the survey system, and what percentage of callers declined the opportunity to participate.
To avoid agent cherry-picking and ensure not only happy customers are transferred to the survey, either use our Enhanced Agent Selection option (the system selects which customer calls should be offered the survey) or opt for Stealth Mode, where all (or a proportion of) customers are offered the survey at the beginning of the call, and are then transferred automatically back to the survey at the end of their interaction with the agent. See post call transfer options for more information.
How post-call IVR surveys work
Once the caller has been invited and elected to take part in the survey, the process is as follows:
- The call is transferred (manually or automatically) to the Opinion-8 server, along with relevant information about the call (agent ID, caller telephone number, etc).
- The caller is presented with a set of automated survey questions and asked to respond using the telephone keypad.
- Recorded comments can be left by callers. This can be triggered by particularly high or low ratings for questions.
- Data and any recordings of comments are saved and compiled on an ongoing basis.
- This information is immediately available for review.
- A range of analysis tools can be used to create graphs or tabular reports for different sets of data, over any specified time period.
- An optional SMS alerting system alerts staff to responses outside of pre-defined thresholds, letting managers take action wherever they are.
Instant, accurate & affordable feedback
Survey scripts (ie. the questions asked of customers) can be created online over the internet. The whole process from set-up to implementation of survey can be done within a day. Customer satisfaction can be measured almost immediately, on any change in service. Once created the same survey can be deployed using both telephone and web / email. The captured data is available immediately, providing an ongoing, real time picture of customers’ experiences of the quality of the interaction with the organisation.
Online survey reporting
All this can is done without installing any software, and without any large capital costs. Analysis and monitoring can be done on any PC with a browser and an Internet connection. You just need to enter a user name and password. Opinion-8 can be bought as an in-house solution, but is also provided as a hosted service and paid for on a per use basis. This puts this type of quality management tool within reach of all organisations regardless size and budget.
Contact us to find out how to apply in your call centre.