PhonePresence Customer Survey and Questionnaire
Call Centre Real Time Caller Satisfaction Feedback

Measure Customer Feedback

There are many tools available to the Contact Centre Manager for measuring group and agent performance. You can assess times to answer, call clearance rates, wrap up times and make qualitative assessment as to how individual calls have been handled through recording and monitoring. But how do you quantify what is arguably the most important measure of your call centre - customer satisfaction?

PhonePresence Customer Survey is an outsourced service that can be used to give your callers a quick real-time phone questionnaire at the end of their call and provide you with a summary of customer satisfaction results on line and in real time.

Quick and Painless

At the end of the call, either when prompted or for every call, the agent may ask the caller if they would mind participating in a brief survey. If the caller agrees, the agent presses a pre-programmed hotkey to transfer the caller to the Customer Survey service.

The caller will typically receive no more than half a dozen multiple choice questions about the handling of the call before being invited to record comments if they so wish. The caller responds to a professionally designed and recorded script that takes a minute or two of their time and gives them the confidence that their opinion is valued.

If needed for more advanced applications, conditional branching can be included in the script, so if the caller gives a particular response, they can be asked supplementary questions or even returned to the call centre.

Sample Call Flow

Quality Information

Individual responses are collated in real time to produce a statistical analysis which can be further broken down by campaign or agent group. Recordings of customer comments can be emailed to supervisors for further assessment or made available immediately on the web allowing agents to monitor their own performance with continuous feedback.

By including more data when the call is forwarded to the system, either through Caller ID, dialed number or additional codes embedded in the dial string, responses can be assigned to agents and the results used to judge and compare agent performance.

Hosted

Because the service is hosted and maintained off site, there is no hardware to purchase, nor the overheads of connections and system setup and maintenance. The service can be tailored quickly to your requirements and changed as needed to start new products or campaigns.

PhonePresence Customer Survey Features

Unlimited Multiple Choice Questions   Branching Option based on Previous Answer   Speech Recognition Capture of Results (Optional Extra)   Customer Recorded Messages   Email Delivery of Voice and Data Responses   Web Access to Voice and Data Responses   Audit Reports   Real Time Statistical and Graphical Analysis   Per Agent Breakdown (Assumes data available)   Return to Call Centre Option   Professional Scripting Service   Professional Recording Service   Capacity for Hundreds of Simultaneous Responses   Caller Reference Number Option   Maximum Responses per Period

Benefits

Real Time Customer Feedback for Better Management   Independent Measure of Customer Satisfaction   Controlled Costs with Pay per Use   No Need for Hardware on Site   No Specific Training Required   Simple and Quick Implementation   Customers Feel their Opinion is Valued

If you need more information or clarification then please contact us or call our sales team on 0333 332 0000.