IVR Surveys

Interactive Voice Response (IVR) surveys can be a key step in evaluating and measuring your organization's customer service transactions. Insight, West Interactive's call center customer satisfaction survey solution, is a quick and easy way for your customers to give you their direct impression of your company's customer service immediately following their transactions. And since your call center agent is unaware the IVR surveys are taking place, you'll get a genuine, candid impression of their performance. That's why West Interactive created Insight, our call center customer satisfaction survey solution.

To learn how your organization's customer service can benefit from West Interactive's IVR surveys, you can:

• Contact us online or
• Speak to a representative at 1-800-841-9000. (From outside of the United States, please call 1-402-963-1300.)

The competitive nature of today's market, combined with consumers' unprecedented ability to find companies to address their needs, means customer service is taking on an ever-increasing importance. Indeed, how an organization treats its customers and potential customers can often be the deciding factor in whether your customers continue to trust your organization with their business. Quite simply, your company cannot afford to have situations with its customer service.

One way to discern whether your customers are satisfied with the level of service they are receiving is to ask them. IVR surveys are short automated surveys that follow customer service calls. Based on the questions you think are necessary to better your company's customer service, IVR surveys can be customized to be as succinct or as in-depth as your organization requires. And since IVR surveys are recorded, you'll be able to get your customers' impressions in their own words, so you can identify inflections and other tones that might further enhance their survey answers.

Insight IVR Surveys Provide Valuable Information

Giving you a unique look into your customers' perspectives, IVR surveys can provide insightful information. From basic answers as to whether they received the level of service they expected to more detailed responses that you may not have even considered when building your customer service model, a call center customer satisfaction survey can be a valuable asset in helping you to represent your organization. With Insight, you can:

• Evaluate Agents - Being able to evaluate your customer care agents is a critical step in your customer service model. IVR surveys allow you to revisit caller/agent interactions to determine if your agents were following proper procedures and delivering the level of customer service quality your organization expects.




• Work with Real-Time Results - With real-time results afforded through IVR surveys, your company has the ability to address any customer dissatisfaction issues as they arise. Indeed, a call center customer satisfaction survey solution from West Interactive lets you pinpoint customer service issues and provide the additional coaching required so that your call center agents are properly representing your company.




• Analyze Customer Feedback - Since IVR surveys record all interactions and customer answers following calls, you gain a tremendous tool when analyzing your customer service as a whole or on an individual basis. With Insight, you can examine any factors that may be hindering first-call resolution and address those factors immediately.




• Access Historical Data - Having the ability to determine trends in your agents' interaction is a valuable asset that is easily attainable with IVR surveys. With Insight, you can determine and address any long-standing problem areas with your agents (or your processes) and act to rectify those problems. Additionally, the ability to access historical data lets you also identify best practices and reward agents who are consistently performing above expectations.

The Invisibility of IVR Surveys

At the beginning of a customer service call, your customer will be given the option to participate in an automated call center customer service survey immediately following the call. Customers who choose to opt-in to IVR surveys will be presented with a short series of questions your organization finds relevant in bettering its customer service. An ideal benefit of IVR surveys is the invisible nature they have in regard to customer service representative awareness. Since your call agents are unaware when IVR surveys are taking place, there is no inherent bias in calls that include a call center customer satisfaction survey following the call.

IVR Surveys and Customer Satisfaction

Most of your customers simply want reaffirmation that their decision to choose your organization was a wise decision. Effective customer service is the first (and sometimes only) step in that reaffirmation. As such, basic opt-in IVR surveys from West Interactive are an ideal way to ensure your customers stay happy--and stay your customers.

Learn More about IVR Surveys

Your organization has dedicated significant time and resources to being better than its competitors. Your customer service should be representative of that dedication. Contact us today to learn how Insight, the call center customer satisfaction survey from West Interactive, can assist you in building the ideal customer service program.

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