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E-mail sales@vocalabs.com
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Express Feedback
Express Feedback takes traditional satisfaction surveys several steps into the future:
- Surveys Matched to Recordings: Individual survey responses are matched to individual call recordings, allowing you to discover not only what callers think, but also why.
- Pre-Call Recruiting: We ask callers to participate in the survey at the very beginning of the call, boosting participation and reducing sample bias.
- Immediate Follow-Up: We survey callers within minutes of the end of the call, before they forget details of the call.
- The Human Touch: Surveys are performed by professional survey administrators, sending the message that you care about your customers' opinions, and eliciting more complete feedback than automated methods.
- Two-Call Process: We call customers back for the survey, so Express Feedback doesn't exclude callers who hang up before the end of the call.
- Real-Time Reports: Survey data and call recordings are available through a secure web-based interface within minutes of the end of the call, giving you a window into what's happening in your call center right now.
- Simple Set-Up: No hardware or software is required at the client end.
How It Works
All the hardware and software for Express Feedback resides in VocaLabs' secure telecommunications facility. A fraction of calls to the call center are redirected to VocaLabs' servers using either multisite call routing or simple call-forwarding in the IVR or ACD.
VocaLabs captures the call information, recruits the caller to participate in the survey, then passes the call back to the call center while recording it. Within minutes of the end of the call, we call the caller at the phone number he or she supplied, and administer the survey.
Survey data, the call recording, and the recording of the survey call are available within minutes through a secure web-based interface. Our unique report format makes it simple to go from high-level statistical data to individual call recordings, allowing you to focus your effort on improving the quality of service callers are receiving right now.