Call Back: Outbound post call customer surveys
With call back, the caller is asked by recorded message prior to speaking to an agent whether they would like to participate in a survey at the end of their call. Those who agree are then called back immediately after the end of their call. The call-back can either be automated or carried out by the agent. With automated call-back, the Opinion-8 server immediately calls the customer back with the automated survey.
Agent assisted call back
With agent assisted call back, an agent independent of the particular campaign is prompted by the Opinion-8 website to make callbacks to customers to invite them to participate in a questionnaire. If the customer agrees, they are then automatically transferred to the Opinion-8 survey.
Features
- The call (and subsequent survey) is initiated by the call centre and not the customer, therefore in most cases will not cost the customer anything in terms of telephone charges which can help improve participation rates.
- Automatic selection of customers to call back gives a representative sample.
- Call scripting can help the flow of introduction to the survey.
- Customer objections to being surveyed can be captured.
- Call back ‘retry strategy’ included for customers who do not answer the phone when called back.
- Recording of call back calls can be done to ensure that the agent is introducing the survey and capturing objections appropriately.
- Full customer information can be attached to surveys.
- Limited customer information (just the name) is available to the agent performing the call backs, to ensure that the agent cannot cherry-pick the customers to call back.
- Completely web based solution.
Benefits
- Easy implementation for all call centres and services, regardless of telephone systems used.
- The original agent who handled the interaction has no role in determining which calls are subsequently surveyed, and therefore cannot 'cherry pick'.
- The Opinion-8 website automatically selects which callers should be called back. The call back strategy can be configured to ensure that regular repeat callers to the call centre are not harassed by subsequent call backs to participate in the same survey.
- The Opinion-8 website helps to ensure that the most recent callers get called back first, so that the interaction being assessed is fresh in the customers mind.
- Assisting the agent with introducing the survey via on screen script elements helps improve participation rates.
- Common objections to survey participation can be captured and the script, questionnaire or incentive can be modified as appropriate.
- The quality of the call back can be monitored by listening to a recording.
- The call backs can be operated from any location. The agent(s) performing the call backs only need access to the Internet and a telephone.