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Our automated telephone based IVR survey solutions are becoming integral
to many organisations’ customer retention and improvement programmes and
are providing consumer information which is vital for their progress.
A number of delivery options can be employed for the deployment of
ICR’s automated surveys which include an immediate post call
IVR survey initiated following an interaction with a call centre agent,
alternatively customers can be encouraged to phone an automated survey directly,
or an outbound IVR survey can be initiated utilising a
collection of customer telephone numbers.
There are significant
benefits to be gained from using ICR’s customer satisfaction surveys;
cost per transaction is low whilst participation and completion rates are high;
organisations are able to capture a huge amount of targeted customer feedback
at a fraction of the cost of previous methods.
Our telephone survey
tools also capture free-format spoken feedback which is of immense value to
our clients. To quote from Lloyds TSB: ‘...Some issues are now being brought
to our attention which would otherwise have remained undetected and therefore
unresolved. We can now deal with those issues effectively resulting in an improved
service and happier customers.’
Experience an example survey, try our interactive
IVR survey demonstration.
Hosted or on-site Telephone surveys?
Many of our clients opt for our fully
managed hosted IVR service
for deploying their automated telephone surveys.
Applications reside on our telco-grade, twin-site, resilient IVR hosting platform
ensuring customers receive continuity of service 24x7.
Alternatively we can
provide on-site solutions incorporating all the necessary hardware and software.
Customer Survey Data AnalysisIVR survey data can be delivered to
our client’s sites or hosted as part of our managed service and our browser based
IVR Report Viewer is the ideal tool for segmenting the captured data.
Please contact us to discuss
further
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