The Customer Service Survey
VocaLabs' weblog providing news and commentary on the challenges of providing good customer service.
Finding Survey Administrators
Tuesday - December 20, 2005 04:32 PM in
With Express Feedback, for the first time VocaLabs will be using live people to administer surveys. So now that we've gotten the software up and running, we have to recruit and train enough Survey Administrators to handle the expected volume.
We're doing this as a variation of a virtual call center. All our Survey Administrators will be independent contractors working from home and able to set their own hours. But first we have to find the right people.
On Friday, we sent out an e-mail to a small subset of our existing panelists, offering this as a flexible work-at-home opportunity (of course, any VocaLabs panelist who becomes a professional Survey Administrator for us will have to drop out of our survey panel). By Monday we had over 300 inquiries.
The next step was to send out an information packet, and instructions for "auditioning." So far we've gotten about 60 people leaving a voicemail audition.
From this group, we're eliminating about 2/3rds because they don't have the kind of phone voice or skills we're looking for.
The next step will be to begin training, first with simulated customers and survey recordings, and then with live customers.
In order to support our first Express Feedback customer we'll need between five and ten Survey Administrators, each working (on average) a few hours a week. But since most of them will probably want to work more than just a few hours a week, this will give us extra capacity for ramping up additional pilot sites and customers. Our goal is to be able to get the first pilot site up to full production volume shortly after the new year.
Posted by Peter Leppik
On Friday, we sent out an e-mail to a small subset of our existing panelists, offering this as a flexible work-at-home opportunity (of course, any VocaLabs panelist who becomes a professional Survey Administrator for us will have to drop out of our survey panel). By Monday we had over 300 inquiries.
The next step was to send out an information packet, and instructions for "auditioning." So far we've gotten about 60 people leaving a voicemail audition.
From this group, we're eliminating about 2/3rds because they don't have the kind of phone voice or skills we're looking for.
The next step will be to begin training, first with simulated customers and survey recordings, and then with live customers.
In order to support our first Express Feedback customer we'll need between five and ten Survey Administrators, each working (on average) a few hours a week. But since most of them will probably want to work more than just a few hours a week, this will give us extra capacity for ramping up additional pilot sites and customers. Our goal is to be able to get the first pilot site up to full production volume shortly after the new year.
Posted by Peter Leppik
Posted at 04:32 PM by | | | |