IVR surveys are an excellent method for efficiently capturing high-volumes of customer feedback, they have been a constant feature of our IVR hosting facility for over ten years, servicing organisations such as Lloyds Banking Group, Hitachi Capital, CPW and Total.
Our IVR survey applications are designed and built to meet the specific requirements of each client and are deployed for long-term initiatives such as on-going measurement of Net Promoter Scores as well as short-term tactical requirements.
Maximum benefit of a survey can only be achieved from high caller engagement which is dependent upon logical, clear and concise applications which callers find easy and quick to complete. To optimise the effectiveness of an application, organisations are able to take advantage of ICR’s expert IVR survey design skills and advice.
Some of the features and options of ICR’s IVR survey facilities include:
- Inbound & outbound calls
- Capturing agent information, so that customer surveys may be linked back to the person who handled the customer call
- Capturing customer id information so that survey data can be linked back to the caller.
- Recording of verbatim, free speech customer comments
- Scalar and yes/no responses
For more information use our contact us facility if you have an enquiry.