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The standard ASMA Automated Customer Satisfaction Survey service can be enhanced with a number of optional extras to asist you to drive your agent evaluation measurement, customer experience plans or just to capture the "Voice of YOUR Customer".
ASiST (Automation of the survey selection and transfer)
In many cases, our clients want to remove the call centre agent from the chore of requesting and transferring callers. VIRTUATel have developed a unique solution to this problem, called ASiST.
Further information is available on this page.
Extended questions
Experience shows that an IVR based survey should last no longer than 2-3 minutes (about 4 or 5 questions), to ensure a high survey completion rate. For larger surveys, we can implement rotating or random questions over a higher number of samples to gather valid data. Each sequential caller therefore receives a different set of 5 questions.
Further information is available upon request.
Routed questions
Questions can be routed, dependant upon the answer. For example, if the caller says they have had a bad experience, we can ask additional questions about why. If they had a happy experience, we just move to the next question.
Further information is available upon request.
Survey and verbatim comments - delivery options
Our standard service already allows access to recordings and data via a secure web site. There may be circumstances when clients require alternative delivery methods such as:
- Email notification of low score surveys
- Caller ID capture for CRM integration
- Telephone access to verbatim comments
- Custom reporting
- Detailed analysis
Almost any request can be catered and quotations are available upon request.
Verbatim Transcription and Categorisation
For busy clients, we can transcribe and categorise verbatim comments for speedy focus on specific verbatim categories.
Multi-media survey options
Imagine asking your callers if they would take part in a survey and offering them the option of participating via phone, web, email or paper. This we can do using multi-media delivery options and pricing is available upon request.
Detailed Questionnaire Design, Analysis and Reporting through qualified partner
Our certified partner employs the full range of qualitative and quantitative analysis to develop campaigns with the goal of improving Customer Service. This includes design of questionnaires, and other methodologies, all focused on Customer Retention and Loyalty.
Further information is available upon request.
For more information and to contact us,click here.
Call our demonstration line on +44 (0)118 904 0800 to see what ASMA can do for you today!
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