Customer surverys and feedback

[rheebles]

Hello,

I have recently been promoted to OTJC Manager in a 200 seat call centre. What I want to do is start a customer survey to see what our customers want and expect from us, but I can't at this stage get budgeting for software to do this. Does anyone have any ideas on the best way of getting this feedback?

I have read that hard copies are a waste of time, and one on one feedback is not always accurate.

Has anyone done this before with successful results?

Any help is much appreciated!

Cheers..

Marie

[Anjan]

Hi Marie,

If this is an Inbound Customer Service Cell then what best u can do without much of an expense is this.Once the incomming call been handled by the agent let the agent request the customer to stay in line for another two minutes to response to our customer survey questions."This would help our company improve on providing best services to all customers".If customer agrees transfer the call to a pre recorded voice logger where customer may give his/her feedback.This can be on quality of agent,product, services etc. Ask your tech.guy to configure it with the ACD switch.He would have various options to work on.

Hope this helps.

Anjan-anjan@oneworldgroup.net

[SeattlejoSpk]

Every time a "ticket" is closed on a customers account (ie an issue is resolved.) The customer gets an email asking them to go to a webform and fill out a survey rating their most recent experience . There are sections for rating the representative they were talking to and sections to rate the company in general.

Perhaps its something your development team could put on a secure portion of your website?

Deb Schumacher
Speakeasy Inc
Quality Assurance /Training Lead

[John Eichinger]

Marie -
Please contact me at 408-391-6550, or john@amaesoftware.com. We have an inovative means of conducting customer surveys.
Our Customer Integration software can tell an agent how he/she is doing and how they are percieved from the customer. It tells management how the customer percieves the company, the quality of service and the performance of the agent. It dynamically allows a company to get instant feedback on service levels and also ask marketing questions.
- John