An Introduction to Post Call IVR Surveys

Callers are transferred into an automated IVR solution, that asks a number of pre-determined questions and captures verbatim comments. All customer scores are delivered to our real time wall board, tracking individual questions scores and agent performance.

Flexible Design – Easily create your own survey(s) adding as many questions as you need. You can define scoring rules from 1-5 or 1-10, and we can also provide a mixture of ‘Yes or No’ questions and multiple choice questions, as required. 

Total Visibility With Real-time Wallboards – Every completed survey updates the wall board in real-time. You can track and measure customer satisfaction scores and other vital call statistics dynamically on multiple devices too, like; desktops, laptops, tablets and smart phones.  

User-Centric GUI with Anytime Reporting – We offer standard and bespoke reports, in single and multi-channel formats. Customising the look and feel of your wall boards and reports is easy too, thanks to our innovative user-centric GUI. 

Track Individual Agents – A major advantage of our solution is the ability to track satisfaction surveys in real-time via individual agents. You can also set up multiple campaigns & teams and run a campaign for separate products or individual teams within your organisation. 

Decision Based Routing – If a customer scores poorly on the first question, don’t just continue to ask the remaining questions. Instead, use decision based routing to dig into ‘why’ they had a poor experience.
  

Data Capture – Accurately assess your customers’ ‘experience’ in greater detail with a post-call comment. Each recorded comment is quickly available to review via our back end reporting system. 

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