Post Contact Surveys
Leverage Encore to obtain the customer's view of a recorded conversation
dvsAnalytics features Encore Post Contact Surveys, which allow you to review your customers' evaluations of their experiences with your company's agents.
Capturing Voice of the Customer (VOC) immediately following an interaction is an invaluable feature in a closed-loop quality management process. Surveys that focus on specific interactions, such as post-call surveys, are very different from company-wide customer satisfaction surveys, which usually measure the general feeling a customer has about your company. Post Contact Surveys can deliver immediate feedback on a customer’s most recent experience with a product order, service level and/or individual agent.
Higher Participation Levels
While many workforce optimization solutions include a survey application, most are IVR-based, meaning the customer must stay on the line or receive a call back to complete the survey by listening and responding to voice prompts. Participation rates for these types of surveys are much lower than web-based surveys because customers become impatient and don’t complete them. Encore’s web-based survey application, however, sends an email to the customer with a link to the survey, immediately following the call. The survey can be quickly completed from their smart phone, tablet or PC.
Immediately View Surveys that Matter
Encore Post Contact Surveys are an integral part of the Encore Workforce Optimization Suite. Once a customer completes a survey, the results are stored in Encore and can immediately be viewed in the Encore Quality Management application, in the same location as internal evaluations. Additionally, dynamic playlists can be defined in advance so that surveys with specific results can be automatically categorized and flagged for review. For example, surveys with satisfactory ratings of 50% or below would be saved to the “Low Survey Score” Playlist, notifying managers or evaluators of which recordings need their attention.
Compare with Other Evaluations
Another advantage of Encore’s Post Contact Surveys is that they allow businesses to compare internal and external (customer) evaluations, and use those results to better improve their evaluation and quality management processes. Agents can also complete self-evaluations, then compare with customers’ assessments, providing indirect but effective coaching and encouragement.
Take advantage of Encore’s Post Contact Surveys to gain insight into your customers’ experiences, enhance your quality management process and improve your business.