Post-Call Customer Surveys
While valuable customer relationships take months, if not years, to build, they can be placed at risk the second a customer calls into a contact center. To maintain enduring customer relationships, businesses must be able to gather feedback immediately and directly from the customer. When executed correctly, customer surveys can provide valuable information about contact center and organizational operations. Surveys can reveal customer, procedural or product issues that may not otherwise be known, enabling organizations to address concerns before they become a crisis and identify market opportunities before their competitors do. Qfiniti Survey delivers a web-based or IVR-based survey solution that delivers immediate insight into the customer's service experience directly following a service call. Autonomy etalk's survey solution enables customers to answer scale-based questions, leave a voice message, or enter free-form text to provide specific feedback on products and services. Qfiniti Survey responses are automatically linked to the recording, interaction, or to an agent evaluation, enabling managers to seamlessly integrate post-call surveys into an active quality monitoring program. Benefits:
- Provides immediate customer feedback
- Offers a direct link between agent performance and customer satisfaction scores
- Delivers real-time alerts to trigger "save the customer" actions
- Is a cost-effective solution compared to third party surveys
Qfiniti's IVR survey integrates with ACDs and gives callers the option to take a survey immediately after speaking to an agent. A fully automated solution, Qfiniti Survey records both the agent/customer interaction and the subsequent customer input and then links the results to the customer interaction. Web survey provides a powerful email management system that allows customers to deploy surveys over the web. Regardless of how the survey is deployed, only Qfiniti Survey establishes this direct and powerful link between the performance of the contact center and the customer satisfaction that drives business.
Qfiniti Survey's simplified setup streamlines survey design and launch. Once created, Qfiniti Survey:
- Makes customer questionnaires easy to configure, adjust and manage
- Displays results associated with agents, agent groups, Computer Telephony Integration (CTI) and other data
- Allows customer input to be linked to virtually any variable within the call center
- Sends immediate alerts of a poor customer experience via questions with threshold events that, when triggered, launch "save the customer" actions such as an email or pager alert or a transfer to a customer advocate
- Provides analysis capabilities through established reports or customized reporting via standard Open DataBase Connectivity (ODBC) exporting options
- Empowers users to target how and when a customer receives the survey request through its advanced email deployment system
Powerful reporting capabilities allow survey results to be displayed by agent or group, by chronological segmentation, or by other variables. Qfiniti Survey automatically and continually gathers customer survey data and instantly tabulates this information for management reporting after each survey. Administrators can quickly create customized reports to meet specific business needs.
To gain the most comprehensive understanding of a customer's experience, survey questions must be tailored to the customer's input. Qfiniti Survey supports traditional survey methodologies such as skip patterns. This allows specific customer responses to branch to more appropriate questions, providing more in-depth analysis opportunities. Customers can also leave recorded comments or enter free form text during a survey session to discuss their specific likes or dislikes, providing detail that may have been impossible to capture during a standard survey.
When a customer calls the contact center, the ACD routes to Qfiniti's IVR Survey and the caller is offered the survey option. If the caller accepts, Qfiniti Survey waits for the agent to finish, then automatically presents the caller with pre-recorded survey questions. This can also be integrated with voice recognition capabilities. Qfiniti Survey:
- Can be configured to run behind the scenes so that the agent does not know which customers will be surveyed
- Manages surveys not directly associated with agents or the contact center, such as incentive surveys
- Integrates seamlessly with legacy systems and with all Qfiniti solutions from Autonomy etalk, and does not require a recording solution to already be in place
"In the highly competitive telecommunication services industry, delivering high quality customer services is what sets us apart from our competition. With the help of the etalk solution and services, we strengthened our program to gather the voices of our internal customers, including our front-line agents and supervisors and many others."
Laura Ondriezek, Senior Operations Manager, Embarq Corporation
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Autonomy Group Customers
