Voice Recognition Surveys from CSN

 

Customer Service Network enables organisations to capture feedback through a range of channels, including Interactive Voice Recognition (IVR). This page describes an example of this using interactive voice recognition (IVR) software from Angel.com to capture information directly your CSN/ Clicktools dashboard.

Example Scenario.

A customer calls your contact centre. At end of the call, the agent asks the customer if they would complete a short survey. If yes, your call handling system automatically re‐directs the caller to Angel.com' voice server to take survey. This is seamless and, apart from a short wait, invisible to the customer. The customer is then asked to answer a few questions and reply verbally, just like in a normal call.

Angel.com collects the survey responses, and passes the results directly into CSN/Clicktools dashboard.

Questions can be open comments or quantitative scores. Once answered the results are immediately available within Clicktools. Open questions are displayed in Clicktools as a link to the recorded comment.

Want to try it?

We have set up a simple demonstration using the example of a satisfaction survey. To have a look at the demo go to

http://www.clicktools.com/dashboard/login.jsp

and login to the demonstration account

log in:      angelivr@clicktools.com

password: angelivr       

Once logged in, Clicktools, click the '+' next to the survey title 'Phone Survey' then 'Results'.

Now call +1 866‐248‐8135 and answer the short four question survey by saying the numbers or pressing digits on your phone. Leave a comment too. The survey only takes a couple of minutes. Each time you answer a question, hit F11 on your computer to refresh the screen and see the results updated in real time.

Want one?

We can set up a voice recognition based survey in a few hours! Give us a call on 01902 311641.

For more information email us at info@customernet.com