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ASiST
Automated Survey Invitation Selection & Transfer
VIRTUATel have developed a range of ASiST products to automate the invitation, selection and transfer of callers to our ASMA automated customer satisfaction survey service, without agent intervention or bias. For agent evaluation or quality measurement, ASiST can also capture the agent ID, customer details or anything else required to track results back.
ASiST provides on-premise solutions that remove agent bias, cherry picking or reluctance to ask for a survey. ASiST also ensures that you achieve the required number of customer surveys.
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ASiST avoids the possibility that:
- Agents cherry pick whom they ask to take part in a survey
- The number of surveys required for a representative sample may reduce or fluctuate.
ASiST means that:
- A large survey sample can be captured for agent evaluation and quality monitoring.
- Surveys may be used for agent bonus or incentives.
Therefore, VIRTUATel can deliver to you, a statistically valid number of customer opinions about every one of your agents. That could be as specific as 10 or 20 per month rather than recording every call.
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ASiST Product Options |
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| ASiSTcti: A fully integrated, on site "black box" solution that totally automates the selection, invitation and transfer of the caller, to the ASMA survey, without the agent being aware. Versions include inbound, outbound and hybrid configurations, to allow for all possible Call Centre operations. |
ASiSTcti requires a CTI connection to your ACD and can be integrated with a range of PBX/ACD systems.
FAQ’s
Q. Will we need to make changes to the ACD?
A. Some minor changes are required to route the call to the ASiST server and allow re-queuing of the call. This is detailed on the initial project setup conference call.
Q. Is it possible to have different surveys for different departments running on the same system?
A. Yes, providing we can collect data about the call (number dialled, option
selected from the menu, etc)
Q. How do we select how many callers to ask to participate in the survey?
A. VIRTUATel use industry standard models to calculate how callers many to ask. This can be fine tuned by VIRTUATel with a remote dial up support modem.
Also available:
ASiSTDesktop: A small agent desktop software that uses a screen pop-up to pass instructions and collect responses from the agent. ASiSTDesktop is an extremely "light" product requiring low levels of IT involvement.
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