Attaching call centre data to customer feedback
Opinion-8 allows any call centre data to be attached to customer feedback on both inbound and outbound calls, and integrated with any existing CRM systems. A practically unlimited amount of data can be attached to each telephone or web questionnaire result, therefore we encourage call centres to add as much useful information as possible to each questionnaire.
- Agent ID
- Caller ID and customer number / contact telephone number
- Notes or files
- Call outcome
- Follow up notes and status
- Call recordings
Opinion-8 is a useful way of providing call centre reporting and can provide information on the number of call handled, by which Agents and the time to answer, regardless of whether the caller participates in a survey or not.
Attaching call centre data manually
The Agent logs in with a User Number and PIN to the Opinion-8 Connect website: http://www.opinion-8.com/connect. They choose the survey they wish to connect the caller to, and the telephone number that the Agent should transfer the caller to comes up on the screen. Once the caller is connected, the Opinion-8 survey begins. The Agent and Call Centre ID (Numeric or text) is automatically attached to the customer questionnaire through their log-in and PIN number. The Agent can attach additional information by selecting and/or entering this in the boxes on the web page. This information is then connected to the survey and immediately available for viewing on the Opinion-8 website.
Example: National Blood Service surveys include the caller's Donor ID. This information is input manually by Agents.
Automated call centre data attachment
To use the automated version of Opinion-8 Connect, a simple piece of programming is needed to integrate the call centre's call handling application with the Opinion-8 survey system. The application providing the integration will require access to two URLs on the internet (though the Opinion-8 integration can also be performed by a third party process if required, such as a server assigned to this task). This process requires Computer-Telephony Integration (CTI).
Example: MM Teleperformance customer surveys include a Transaction reference number and Queue time for the call. The filling in and submitting of this additional information form is done by the call handling application through CTI.