|
| |
|
|
|
| |
|
|
|
Telephonic Surveys are used to collect information and gain feedback via the telephone and the internet. Automated surveys are used for customer research purposes by call centers for customer relationship management and performance management purposes. They are also used for political polling, market research and job satisfaction surveying.
The process of setting up an automated telephone and web survey system is as follows:
1). Design survey questionnaire
2). Record voice prompts and test the survey
3). When the survey goes live, customers who contact the call centre will be asked, either by the agent or by a voice
recording, if they would like to give feedback on the quality of the service they received. Customers who agree to take
part are transferred to the survey at the end of their call. Transferring calls to the automated survey system can be
done manually by the person talking to the customer, automatically using a VRU (Voice Response Unit). Relevant
information about the call (agent ID, caller telephone number, etc) is attached. The customer is then presented with a
set of pre-recorded question, and asked to respond using the telephone keypad. They can also leave verbatim
comments.
4). Data and recordings of verbatim comments are saved and compiled on a secure server. The information can then be
accessed online.
|
|
|
|
| |
|
|
