At the heart of our customer experience management programme is Survey 360, our customer satisfaction survey tool. Developed in-house over the last 10 years, our technology delivers an automated real-time survey application which transforms the voices of your customers and your people into insight which is valuable, relevant and actionable.
Multiple touch points
Survey 360 supports customer and client surveys via: IVR, e-mail, SMS, mobile QR code readers and web-channels and can be used for a range of customer touch points throughout the customer journey. So not only through your Call Centre or Contact Centre, but also via your website and in retail outlets and customer advice centres. We can also carry out surveys as part of face to face sales and service visits as well as offer support at marketing and leisure events and conferences.
Survey360 is 100% hosted, including the IVR. This means it is incredibly easy to install and implement – there is no need for any heavy or costly IT investment or integration. The application can also be 100% client branded.
A different view of every contact
Looking more specifically at the Contact Centre or Call Centre, Survey360 can provide you with alternative perspectives of every contact. As well as the customer’s opinions being captured by survey, the agent, the team leader, coach or quality controller’s observations can also be recorded and analysed – an all-round 360° view. These surveys are then linked together to provide you with a deep insight into the factors that contribute towards a positive customer experience.
Real insight in real time
Our real time dashboards and on-line reporting portal deliver this insight directly to the right people within your organisation, with results displayed within 15 minutes. The ranges of ‘dashboards’ are user configurable, and can be structured to meet the needs of your different stakeholders, from directors through to supervisors through to team leaders and advisors. The real-time element enables rapid identification and prioritisation of opportunities for improvement, development of best practice and also enables you to optimise the efficiency and effectiveness of supporting business processes. It also provides essential data on business and call drivers, such as Repeat Calls and First Call Resolution (FCR) rates.
Survey results can be analysed by a range of attributes including:
- Organisational structure (drill downs from a corporate level to individual agents)
- Location and or supplier structure (for multiple sites with a mix of captive and outsourced providers)
- Reason for call and/or call outcome
- Individual survey scores (to identify best practice and performance variances).
- Coded verbatim comments (great for identifying and communicating Wows and Glitches)