Telephone IVR Surveys

Are you running a call centre?  Having trouble capturing customer feedback?  Perhaps you need to increase your response rate, but don’t want to spend £100K on Enterprise level architecture?

Have you thought about an IVR Survey?

Here is a solution that might help…..

System Benefits

Benefits include:

• Cost saving: Low cost/automated data collection,
• The voice can be developed into a persona, you have brand guidelines for font, now you can manage your telephone experience,
• Enterprise architecture, without the cost and headache of system ownership,
• Real-time feedback, from any broadband connection, globally,
• Any language,
• Clear benchmarks across operations.

Here is how the process will work, following the call between your agent and your customer, the agent will ask if the customer would like to take part in a short survey, with/without the benefit of a competition prize.

The agent then routes the call to the automated IVR function, CSM sets up and manages the telephone lines into the IVR server, the caller hears a number of questions, voice recognition intelligence enables customer scores and literal feedback to be captured.

The answers are processed as raw data, coded voice is transferred into data through our systems, the output is reported via our online dashboard service InsightMonitor.

Key Points

The two elements that we think matter for this to be a tangible solution are:

1. Intelligent voice recognition, means you are delivering a personal service, the system can be configured to deliver a unique experience.  By this we mean the system listens to your customers response, understands the feedback and then takes the appropriate action.
2. Security, in todays’ world your customers data is very valuable, data management is a real risk.  The level of security used by this syetm is corporate level.  This solution removes the human risk associated with security, this technology is secure, tried and tested.  Alternative situations where this technology is deployed include: telephone credit card payments, event booking, downloads where payment is required and mobile telephone top-up services.

How Much?

Our initial thinking is a dual level payment model:

• First data is collected via an Automated IVR Telephone Survey, set-up fee, plus cost per call,
• Data collection feeds into one of our InsightMonitor packages, so you have real-time reporting, insight and alerts.

The Technical Bit

Sorry our technical folk used a number of acronyms, here is the key:

• IVR (Interactive voice response)
• DTMF (Dual-tone multi-frequency signaling)
• VXML (VoiceXML)

Is this something that would interest your organisation?

Please contact us using the form on the right of this page, or give us a call on 0800 970 9940.