Quality Surveying Inbound Calls

[CASR]

Can anyone provide vendors for quality serveying technology? We are exploring purchasing a system or software that would allow our callers to take a survey on the service they just received, after the call and before they hang-up.

Also, does anyone do this now and what is your response rate? (I did it at my old company and the response rate was < 1%. But the new bosses want to look into it.)

Thanks in advance.

[zoinks]

Teknekron's AutoSurvey is an option. You can also look at NICE Systems and eTalk.

Another option is to do quality with a 3rd party outbound contact. I think this is a great idea becuase you get the customer's perception of service rather than a quality monitor/supervisor's perception. The customer doesn't always care if your agent complies with all their quality requirements. If the customer is satsified with the experience and the agent missed a few steps, who cares? These companies normally call a day or two later and ask the customer about their experience. Remember, customers want their call resolved with one call and if they get that without all the fluff, they are just as happy.

I remember my agent days long ago when I took power outage calls by the hundreds. My quality was based on verifying each caller's SSN and phone. You can plainly see that is irrelevant for a caller who wants to know when his power is going to be back on. And who cares who calls the outage in as long as it gets reported and the company can restore it. So I got hit on quality even though customers were quite pleased that I reported their outage and provided any info I had. And I kept calls shorter so I could handle more outage calls which narrows the problem for the service techs.

Something to think about.