Contact Center Management
Customer feedback: Get it. Use it. And grow.
Contact Center Management
Customer feedback: Get it. Use it. And grow.
Customer feedback collection for contact centres
Capturing customer insights is one of the simplest and most effective ways to improve your service and the customer experience, powering process improvements, and encouraging employee engagement.
88% of companies now prioritize customer experience in their contact centers
Quick surveys with lasting benefits
Customer Surveys are simple to set up and provide a cost-effective method of collecting real-time customer feedback. Through our multi-channel survey software, you can benefit from:
IVR Surveys
IVR Surveys allow robust sample sizes to be gathered, even at the individual agent level, providing valuable and personalized feedback. They also provide a fantastic opportunity for instant recovery of unhappy customers.
Email Surveys
Cost-effective, customizable, and easy to automate at both ends of the journey, Email Surveys are an adaptable solution for gathering integral customer insights. Allowing customers to respond in their own time, email surveys can deliver a deeper degree of detail and insight.
SMS Surveys
Short, simple, and direct, SMS Surveys can deliver instant results. They’re easy to deploy, and because they require a lesser degree of engagement, customers are more likely to respond.
What can we do for you?
- Our IVR system for contact centers can deliver surveys following inbound calls to your contact center. Either by agent transfer or by serving outbound calls to customers who opted in during an initial IVR process. Customers leave their responses either via keypad or using their voice. Verbatims are captured as sound files and automatically transcribed within a couple of minutes by our voice-to-text engine, with a 95% accuracy rate.
- Our email and SMS survey systems for call centers can be automatically deployed following every instance of customer contact. Fully customizable, we can tailor these surveys according to the specific customer insight areas of relevance to your business.
- Whichever channel best suits your business, we can ensure you receive custom data that identifies the customer, the business process, and the agent can be automatically attached to each response and used to segment results.
- Verbatim prompts can be linked to any question in any survey format and tailored to previous responses through post-call IVR for call centers or email and SMS channels. They also provide a fantastic opportunity for instant recovery of unhappy customers and for collation of staff feedback.
Put performance management in the hands of your employees
As well as providing an invaluable guide for your CX strategy, our Voice of the Customer software is a useful tool for the management and rewarding of contact center employee performance. Allowing team members to review customer feedback relating to them – and change their behavior accordingly.
Engage your agents with our performance management tools:
- Improve focus
- Empower staff by providing access to customer feedback data that is relevant to them
- Optimize individual workflows
- Ensure staff appraisals and meetings are customer feedback-driven, using our 1:1 preparation wizard
- Recognize achievement – and award staff based on their performance and engagement
Drop us your email address and we will get in touch.