Customer Survey
Today’s successful companies are those who continuously keep in touch with what customers think of their services. Nowhere is this truer than in a contact center. Gaining immediate customer feedback on the service provided gives a real-time understanding of the customer experience for each agent. Geomant’s post call IVR Customer Survey allows the customer to speak for themselves, driving service improvements based on current feedback.
Solution Overview
OutPerform’s Customer Survey enables contact centers to measure and improve customer satisfaction by capturing the customer’s feedback at the end of the call using the Avaya Voice Portal IVR platform. Inbound callers are asked to participate in the survey before being routed to an agent. On completion of the call, the callers who agreed to take part are automatically routed to customisable interactive customer survey.
The survey administration application enables multiple surveys of up to 20 questions to be created in different languages with either yes/no, score based or recordable questions and assigned to one or more VDN’s. There is no restriction to the number of surveys that can be created and assigned and a sample rate can be assigned to each survey which determines the percentage of callers that are offered the survey.
At the end of the call the call is automatically transferred to the survey and the results saved in a Microsoft SQL database which is used to provide real-time and historical reports