Surveys and Analytics

Live Agent Surveys

Use the voice of your customer to increase retention and satisfaction. Make live agent customer satisfaction surveys part of your ongoing quality monitoring and enterprise feedback processes.

Vocalabs' immediate live agent telephone surveys  help you monitor, measure and improve customer satisfaction based on real-time feedback immediately following a customer experience.

Features

The Human Touch. Surveys are conducted by professional survey administrators.  This sends a powerful message that you care about your customers’ opinions and elicits more complete feedback and higher response rates than automated methods.

Immediate Follow-up. Surveys are conducted while the customer’s memory of the experience is still fresh, ensuring high-quality feedback and timely data.

Solutions to Meet Your Needs. VocaLabs works with you to custom-configure data integration with our system. Customer interactions are selected for survey or review based on specified business rules.

Real Time Reports. Survey data and call recordings are available through Express Feedback, Vocalabs' hosted survey and reporting tool. Automated alerts flag customers that require immediate follow-up and attention. Survey data is downloadable in a format compatible with standard software including SPSS, R and Excel for additional analytics and data overlays.

Economical. Pricing is based on number of completed surveys. Ongoing expert support is available for survey design and modification, data integration and analysis at no extra charge.

Simple Set-Up. Hosted call recording and storage services require no hardware or software in the client’s premises.  Surveys can be designed and deployed easily and quickly.

Benefits

• Pinpoint and promptly address critical customer service issues
• Save at risk customers and their recurring revenue
• Identify key customer satisfaction drivers
• Share insights across the organization
• Better recognize, reward and coach teams and individuals

Options

Express Feedback pricing is based on number of completed surveys, survey length and a one-time, fixed set-up fee.  Contact us to discuss your specific needs and data integration requirements.