VoIPPresence Caller Survey and Questionnaire
Call Centre Customer Satisfaction Feedback

Real Time Customer Feedback

VoIPPresence Customer Survey allows call centre supervisors to directly assess customer satisfaction. This is a useful adjunct to the comprehensive tools available for assessing group and agent performance via call recording and monitoring.

Customer Survey is a hosted service offering your callers the option of a quick real-time phone questionnaire at the end of their call, allowing assessment of customer satisfaction with the results available on line and in real time.

Simple Questionnaire

Once the call is completed, the agent can ask the caller if they would like to participate in a short survey, and if the caller agrees the agent presses a hotkey and the call is transferred to the Customer Survey service.

Usually the caller is then presented a few questions regarding the way the call was handled plus given the option to record comments if desired. Callers will often respond favourably as the survey helps add to the impression that the caller’s opinion is valued and that customer service is important.

Conditional branching can be included in the questionnaire which can provide additional questions after a particular response during the survey.

Example Call Flow

Useful Statistics Caller responses are collated in real time producing a statistics package which can include results by campaign or agent group. Caller comments can be recorded and emailed to supervisors or be posted on the web for access by agents wishing to monitor their own performance. Caller ID, dialled number or codes embedded in the dial string can assign responses to relevant agents allowing agent performance comparisons. Hosted Service Customer Survey is hosted on our servers eliminating the need for hardware purchase and maintenance. The service can be set up according to individual needs and changed for new campaigns. With a cost structure tailored towards usage, Customer Survey is simple to administer and the variable costs can be applied to existing telephone bills or billed separately.

VoIPPresence 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 0800 075 0075.