Automated Caller Questionnaire
An Objective Way of Measuring the Caller Experience and Customer Satisfaction
It can just take one rogue agent to ruin a caller experience - and if that caller is a potential customer, or even worse, a VIP client, then it takes a lot to recover the situation.
Correctly handled, a complaint can turn into a satisfied customer.
But action must be swift and as automated as possible.
That is, if you ever find out that there was a problem - many callers may never call back to complain. However experience shows that if a disgruntled customer is offered the opportunity to complain, and that complaint is handled satisfactorily and anonymously, then the customer is not lost. Indeed, swift intervention can often reap benefits.
Two key performance indicators for most contact centres are the caller experience and customer satisfaction. ContactWorld provides a way to objectively measure customer-specified KPIs by using automated IVR customer surveys on call completion. The information that is gathered gives managers the insights they need to make improvements to their service.
Features - Automated Interactive Voice Response (IVR) based customised questionnaire system that is executed when the agent hangs up
- Questions can be tailored to yes/no, ranked (1 to 9) or voice recordings
- Results are available from a web interface or can be e-mailed to a supervisor or manager
- The survey can be targeted at a percentage of the calls or market segment
- Caller will automatically be asked if they want to participate in a customer survey
- End-user configurable over the web
- Approved changes can be implemented and go-live minutes later
Benefits
- Objective assessment of agent performance by the caller
- No human is in the loop: the caller can feel at ease giving the full truth, and the agents can have confidence that there was no bias or favouritism in the assessment
- As detailed as you feel necessary: you have the flexibility to design and implement a questionnaire system yourself
- Minimal training required: being similar to all the other ContactWorld applets, training takes no time at all
- Results available to agents and/or managers at end of call.
- The calls can be routed back to an agent, ACD or specialist customer service team if the caller ranking is below an acceptable level so appropriate action can be taken to immediately rectify the situation
- Data collected on an agent by agent basis to measure the effectiveness of training or provide evidence of poor performance
- Callers enjoy better, personalised, experience that will add to your brand value