Customer surveys - speech application
A great area to start with speech application is to develop a customer survey speech application. The objective is to offer a telephone survey to customers at the point immediately after they have had an interaction with an Agent. At the end of a customer call is a great time to get direct feedback from the customer and use of an automated telephony applications is an anonymous way to gather that information. There are now technology solutions for the telephone channel such as IVR and speech recognition that do just that – at a fraction of the cost compared to using a human.
The self-service application uses a combination of multiple choice and open ended questions to the gain customer’s perceptions of the service that they have received in terms of:
- Access to an Agent
- Knowledge/helpfulness of the Agent
- Call outcome
- Overall satisfaction and service comparison
This approach is complementary to the internal coaching and development activities of the contact centre – indeed the areas for call handling development within the operation should be focused on acting upon the results. Many call centres use internal scorecards to rate their agents, but only a few use actual customer feedback to inform their staff on the impact they are having on the people that they are speaking to!
Contact Us to find out how we can help you implement customer surveys.
