Agent, customer interaction is the most essential part of any contact center. Without a communication point and an interaction, business progress is an impossible task. In any business apart from an interaction or conversation, education about the conversation like in what manner customer is dealt with and what they feel about the interaction, how healthy was it and so on plays a major role in designing the success steps. Post Call Survey gauge the customer satisfaction and counts on caller expectation. PCS can be a valuable tool in providing valuable insight for the businesses into what makes the customer happy and what makes them to get bid off.
Office 24by7 offers technically automated PCS that provides customer feedback and insight about the contact center experience. This inbuilt feature gives accurate impression of the service provided by the contact center with excellent ROI numbers saving centers from automation charges, first call resolutions, improving quality calls, customer and agent’s satisfaction. In the end it reduce operating costs giving your company a valuable feedback from your customer about the services and experiences they had with your agents.
The survey results can form a new training proposal reducing agent attrition and increasing ROI numbers.
Feedback is crucial for quality improvement and in retaining customers. With Office 24x7 you can obtain feedback from the caller through an IVRS. Caller response such as quality of call can be obtained on a numeric scale or objective responses such as ‘YES’ or ‘NO’, etc. that can be recorded with the help of keypad extension.
Integrate surveys with Voicemail to record the caller feedback. The customer is free from the need to type anything, a simple voice response suffices.
Short URLs help collect unique information most efficiently. They eliminate the possibility of the same user responding multiple times and work with the simple system of an SMS that can be sent to the customer after the call is over.
Once the call is complete, the customer receives a message with instructions to give a missed call on the given numbers to have their feedback and opinion registered.
In addition to the existing client base, customer details and their search information is captured who have made an enquiry. All kinds of promotional information like the offers, coupons, discounts and new arrivals can be sent to this client base. This database can be used an opportunity to convert new clientele into existing customers or prospective lead.