IVR Post-call Surveys

/IVR Post-call Surveys

Collecting customer feedback scores and comments immediately after a contact center interaction takes place. Invented by us in the early 1990s to measure the customer experience. We design & manage post-call survey programs.

Does your current post-call IVR survey prevent collecting multiple customer comments?

“Does your current post-call IVR survey prevent you from collecting multiple customer comments?” is one of the 26 items outlined in the 25 Mistakes to Avoid with Post-call IVR Surveys e-book and self-assessment. There’s a bonus item to make the total 26. Answer the diagnostic assessment questions to uncover issues with your own post-call survey program. You [...]

Is your post-call IVR survey program an internal auditor?

How many of you are using post-call IVR surveys in your Voice of the Customer (VoC) customer experience programs? Good. Even if you are not, this will be of interest to you because they are in your future. In the contact center industry, you never want to say “never”. Now, how many of you believe [...]

Do you think a 1-5 scale is the best?

“Do you think a 1-5 scale is the best?” is a question that was included in the 25 Mistakes to Avoid with Post-call IVR Surveys e-book and self-assessment. The e-book and self-assessment includes 26 questions because we threw in a bonus. The questions are designed to provide a diagnostic that can be used to uncover [...]

How to safeguard against customer experience inconsistencies in your call center

Have you ever been disappointed going to a restaurant based on a friend’s recommendation but the great food and service they raved about, and you expected, was just the opposite? I don’t know what’s worse, having the bad experience or lying to your friend so their feelings are not hurt. Unfortunately, the same disappointment happens [...]

Why only angry people participate in post-call IVR surveys

“Do you think only angry people participate in post-call IVR surveys?” is one of the 26 questions included in the ebook 25 Mistakes to Avoid with Post-call IVR Surveys (there is a bonus question included). The e-book and self-assessment includes diagnostic questions, like this one, to uncover many of the common mistakes people make in [...]

By | 2016-12-05T15:14:53+00:00 March 14th, 2013|IVR Post-call Surveys, Voice of the Customer|Comments Off on Why only angry people participate in post-call IVR surveys

Do you have a rule to keep your post-call IVR surveys very short?

“Do you have a rule to keep the survey very short?” is a question that was included in the 25 Mistakes to Avoid with Post-call IVR Surveys ebook and self-assessment. The ebook and self-assessment contains numerous diagnostic questions to help you to identify many of the common mistakes companies make when implementing post-call IVR survey [...]

Does your company consider post-call IVR surveying to be a technology?

“Does your company consider post-call IVR surveying to be a technology?” is a question that was included in the 25 Mistakes to Avoid with Post-call IVR Surveys ebook and self-assessment. The ebook and self-assessment includes diagnostic questions to uncover many of the problems I have come across since inventing post-call IVR surveying in contact centers [...]

By | 2016-12-05T15:14:54+00:00 February 28th, 2013|IVR Post-call Surveys, Voice of the Customer|0 Comments

25 Mistakes you can avoid with post-call IVR surveying

What if you knew about the mistakes to avoid with a post-call IVR survey program in your contact center? Would you use them? Academics tell us, one of the reasons we learn about history, is so we learn from it and do not repeat it. Obviously this does not apply to fashion where they say, [...]

By | 2016-12-05T15:14:54+00:00 February 21st, 2013|IVR Post-call Surveys, Voice of the Customer|0 Comments

Hidden Risks with Post-Call IVR Surveys Stealth Mode

Stealth mode or automated transfers in post-call IVR surveying in contact centers has some hidden problems that you must be aware of if you want to experience success.

Post-call IVR surveys: the key to call center process improvement

The only effective way to capture the Voice of the Customer (VoC) is through post-call IVR surveys, where results are able to tap into the genuine experiences customers have with a product or service. The knowledge shared by the customer, and thereby gained and analyzed by the company, can lead to powerful change for the future [...]

The Best of Knuggets and Knuckleheads: Post-call IVR Surveys

You know that capturing post-call customer feedback is critical to your business.  It allows you to keep your finger on the pulse of the customer, uncover problem products, agent issues, service faults and organizational barriers.  Additionally, it reveals the positive in what is working, who is performing at high levels and quantifies how the customer [...]

2012 Year in Review: Top 10 Post-call IVR Survey Mistakes

It’s that time of year again when we all begin to reflect on the past year and make resolutions about the things we want to change in the coming year.  I hope you are as excited as I am about all the possibilities the new year could bring. Many organizations are doing things right.  And [...]

Real-time IVR Post-call Survey Alerts are a MUST

Real-time post call IVR survey alerts are a must, because where within your customer experience engineering plans do you meet head-on the failed service experiences?  Is it only after multiple complaints? Is it only after your company president shows up in the contact center? Is it after you are on the 5:00 news?  Do you ignore [...]

The research proves it…we cannot wait to measure the customer experience

A 2002 Harvard Business Review article stated that after a year, customers who were surveyed regarding satisfaction with a service interaction (with a financial institution) were more than three times as likely to open a NEW account, less than half as likely to defect and were more profitable than consumers who had not been surveyed [...]

Are you earning that high post-call survey score?

I have recently overheard discussions around creative ways to improve a company’s customer satisfaction ratings from their External Quality Monitoring program using a post-call survey methodology. “How can we break that 95%+ glass ceiling in customer satisfaction ratings?” “Why couldn’t the agent ask the customer at the end of each call if they have done [...]

How much does office culture affect customer satisfaction?

Culture. A popular buzz word across corporate America; but what does it mean and why is it so important? Hofstede, Namenwirth and Weber defined culture as “A system of values and norms that are shared among a group of people and that when taken together constitute a design for living.” Based on their definition, in [...]

Post-call surveys are pointless if your agents synthesize the results

Little kids get in trouble all the time, and when they’re ready to come clean they’ll often make parents promise not to get mad before they spill beans. Wanting to ensure mom and dad’s response is not unlike an agent asking for a top score on a post-call survey from a customer they just helped [...]

Scrimping in the call center can cost you

When is enough, enough?  During these lean economic times companies, like many households, are trying to do more with less.  At what point does all of that scrimping and saving end up costing the company more?  Let’s take head count and span of control for instance.  In our example company, the External Quality Monitoring program using [...]

Are the brands behind brand licensing branding their customers as suckers?

We expect a lot from our brands, plain and simple. So when we spend hard-earned dollars for name-brand products, we expect them to be all that they promised, and the service behind those products to be even better. That's not my stuff Too often through licensing agreements, those brands are being manufactured and supported by [...]

Top 2 Best Practices for your Quality Monitoring Forms

What are the best practices for quality monitoring forms why does it matter? Contact Centers are under continuous scrutiny to validate the millions (in the industry) that are spent on quality assurance programs. Contact center leaders fight for more resources and senior management asks, “What value are we getting from what we are already spending?” [...]

By | 2016-12-05T15:15:17+00:00 November 3rd, 2010|IVR Post-call Surveys|0 Comments