Everyone can use a phone so post call telephone surveys immediately after customer contact, delivers an extremely high acceptance rate compared to other methods, whether a simple transfer or a call-back after their interaction. For customers using the phone to contact you, it is the obvious channel to use for capturing call centre customer experience in a way most acceptable to the caller.
Collecting the results is only a small part of what is important so ensuring you are viewing results in an understandable way using our Insight Portal, is also essential. When combined with our DataFuse™ Elements, you can cross reference survey results with all you now about the customer.
To make the post call survey feedback actionable and ensure it drives service improvements we use real-time triggering alerts for issues and unhappy customers, making data proactive in a way that retains customers and increases satisfaction.
Hear the Voice of the Customer® loud and clear!
- Real time post call telephone surveys, straight after the customer called
- Ideal for contact centre surveys
- Access the non-technical or mobile customers
- 75%+ acceptance rate
- Call-back to avoid cherry picking
- Get feedback on the channel the customer called on
- Contact call centre agent feedback in real time