Customer and Caller Survey

Call Centre Real Time Customer Satisfaction Feedback

Customer Survey is an outsourced X-on service that can offer your callers a short phone questionnaire at the end of their call, providing your company with a real time summary of customer satisfaction.

At the end of the customer's call the agent can ask if they are prepared to participate in a brief survey, the agent can then press a hotkey to transfer the caller to the customer survey.

Typically the caller will receive half a dozen multiple choice questions regarding the call handling before being given the option to record comments. A highly professional script that only takes a couple of minutes to complete gives the caller the reassurance that their opinion is valued.

For more advanced requirements, conditional branching can be included, so if the caller gives a particular response during the script, they can be asked supplementary questions or returned to the call centre if need be.

Quality Real Time Information

Customer responses are collated in real time resulting in a statistical analysis analyzable by campaign or agent group. Customer comments can be emailed to supervisors or be made available on the web so agents can monitor their performance immediately.

Cost Effective Hosted Service

As Customer Survey is hosted off site, there are no expensive hardware purchases, nor the costs of setup and maintenance. The service can be readily tailored to your requirements and changed when needed for new products or campaigns.

Customer Survey is part of X-on's PhonePresence Call Centre range of services and more detailed information is available from the PhonePresence site.

	Real time customer feedback aids agent management
	Independent customer satisfaction survey
	Control cost via pay per use
	No on site hardware and simple to set up
	Specific training not needed
	Customers feel their opinion matters