Voice of the Customer

In the call centre, you transfer any number of calls to the interview directly after the call. This can be done manually via call forwarding or automatically.

The participants are automatically asked closed or open questions (e.g. about friendliness, competence, etc.). The answers are given by telephone keypad or voice.

The survey can be carried out via the ACD for inbound calls, but you can also carry out a customer survey automatically or semi-automatically via the dialer! This way the survey remains free of charge for the participants.

You send your customers a web link by e-mail that leads to the survey. This is done via a web form designed in the desired company layout. The questions can be closed or open, e.g. on the comprehensibility of the email, response times, etc.

You can compile your own questionnaire online. Individual questions can also be integrated. Even complex question catalogues, including branching questions, can be set up easily. You can change the question catalogues used at any given time.

Use the percentage distribution to conduct a survey with not only one, but several active questionnaires at the same time. The respondents are distributed proportionally among the active questionnaires, for example, to keep the number of questions for the participant as low as possible.

The results of the survey are available in real time and graphically. This enables the quick improvement of service processes, helps to identify trends and developments and to verify the success of internal training measures. Separate links can be integrated for each group or contact centre for separate evaluation. This enables direct comparisons!

 
You configure your survey yourself, can make changes quickly and react flexibly. You receive a master login for configuration and access to the statistics. Further graded authorisations for team leaders or employees are optionally available.

In addition to overall statistics per call number, separate statistics groups for individual locations, teams, etc. are available. For the online survey, separate links for separate evaluations per homepage, contact centre, group, etc. can be integrated. The statistics are clearly arranged in a tree structure, a separate table view facilitates the overview.