Customer feedback package gives call centres insight into service quality

Voice CRM company Qire has launched its Customer Feedback package, an automated survey solution which lets customers comment on the quality of call centre service received.This enables managers to respond quickly and effectively and ensure the highest levels of customer satisfaction and service.

Interactive Voice Messaging (IVM) technology is used to present customers with automated survey questions immediately following their contact with a call centre agent, providing instant customer feedback on the quality of service received.

A key advantage of Qire’s Customer Feedback service is that results are immediately visible to contact centre managers. Any results falling outside acceptable limits are flagged up so that timely action can be taken, and proactive steps made to improve levels of customer service.

“Customer opinions are gathered immediately after their call with an agent, providing companies with an ongoing, real-time picture of customer satisfaction,” said Guy Cooper, CEO of Qire. “The automated IVM approach is a cost effective way of continuously monitoring quality of service, enabling round-the-clock feedback without taking up valuable agent time or needing to invest in costly external surveys.”

Using the customer feedback to improve service delivery also helps to motivate staff, demonstrating a commitment to identifying and addressing issues at an early stage to ensure continuous improvement.

After any telephone transaction, customers agreeing to complete the questionnaire are transferred to the automated service. This removes the need for staff training and minimises any agent time required, freeing up staff to handle more calls and optimising efficiency.

Recorded comments can also be left by callers at the end of the survey, should they wish to convey specific feedback on service received. The combination of structured questions and free speech helps to ensure richer, more valuable feedback. Companies can also sign up to an optional SMS alert service, informing managers of any customer feedback requiring immediate action, for a swift resolution.

The Qire Customer Feedback service offers a cost-effective means of obtaining a continuous assessment of service delivery, without the need to install any software, and without any large upfront costs.

22 Apr 2009

Filed under Call Centre News