Post-Call Customer Satisfaction Surveys CSAT

Phone call client customer satisfaction feedback surveys allow you an organisation to review the performance of the agent following a call.

Phone call client CSAT feedback offers every possible feedback from the call, such interaction thus allows you to implement improvements and is a superb way of maintaining standards.

Reviewing agent performances at handling the callers issues is important to see if you are satisfying the needs of your clients. This inbound post-call feature is usually a fully automated voice prompted call agent survey, but this can be done by SMS too.

The results produce ratings where the callers score the call agent on a number of elements as required and also can score whether they got what they wanted – done – or not?

As this feature is in the cloud it also works well irrespective of the location of your agent, whom could be working from home for instance.

Apply to any Virtual Number this feature is an automated script prompting agent feedback (post-call) or a series of SMS/Text messages that do the same thing.

Customer feedback is powerful, this feature does exactly as described.

Only those agents afraid to get low scores would not want this service applying. It is better to know you have a problem customer agent or equipment quickly so that action can be taken.

When the call ends with the agent the caller/customer is then immediately connected to an automated IVR message advising the caller to stay on the line if they wish to give agent or customer experience feedback.

The caller responds to the prompted IVR automated questionnaire either in a formal or informal way so the former allows for scores between 0 to 9, the later asks for voice comments to a number of questions.

Rating Call Agents Using Post-Call Survey

This feature allows managers (aided by the use of a an office wallboard) to monitor scores given for the agents themselves and the whole team can then be ‘Live’ monitoring recording the best and worst staff performers.

Worst-case malicious or deliberate bad attitude from perhaps unhappy or grieved staff, would also be highlighted immediately.

Similarly really good agents whom have established a customers need and delivered for them above the callers expectation can also be rewarded for their positive effort and attitude. If you would like to talk to one of our team to get any point clarifying please do not hesitate to contact us.

This feature can be used in conjunction with: