Contact centre applications

• Positively encourage your agents to feel they have something to gain by referring callers. Tell them that it will help improve the service they are able to offer and the systems within which they work or offer incentives, such as a weekly prize for the most callers referred.
• Enforce the rule that all callers need to be offered the survey and all those who agree to take part are referred.
• Use Opinion-8’s automated call-transfer facility in your survey. Automatically transferring calls at the end of contact with your agent avoids the agent influencing which callers are transferred. This is Opinion-8 ‘stealth mode’.
• If referring a call might have negative consequences for the agent, a carrot approach may not be enough. To monitor performance of individual agents properly, the survey either needs to be done in stealth mode, or caller-transfer to the survey rigorously enforced. Results can be ranked by agent, allowing easy comparison for performance management.

Post-call IVR surveys give customer feedback metrics that are:
Objective: You secure the actual opinions of your customers, not a third party’s interpretation of them. Normally, the quality of an interaction is monitored by its adherence to company protocol. With Opinion-8 IVR post-call surveys you are directly capturing the voice of your customer.
Immediate: The customer’s opinions are obtained directly and immediately while the call is still fresh in the mind, not as part of an unrelated interaction by mail, email or phone. No other survey method can offer this.
Continuous: Busy contact centres have even more reason to monitor their quality. The Opinion-8 service runs 24 hours a day, seven days a week.
Proactive: Alerts can be sent via SMS or email to managers if results are falling outside acceptable limits, so that action can be taken.
Visible: Opinion-8 surveys send a clear message that excellent customer service is at the core of your business and that your customers’ viewpoints matter.

Your agents want to be able to offer a good quality service. They are usually all too familiar with the typical frustrations of the customers, as these are often frustrations they will have with their own working conditions. With Opinion-8, you can identify ways in which your service can be improved and highlight the information your agents need to hand in order to do perform well in their jobs. Increasing agent engagement in this way will improve staff retention, reduce staff attrition and better target your organisation’s training and recruitment.

• We can assist with the process of defining survey objectives, structuring the survey, finding the best questions to ask to meet your objectives, and designing a survey methodology that works well in practice. We can even help you with the wording of the questions.
• Opinion-8 allows you to measure separate indicators and our team can help you to develop groups of questions that relate to each indicator.
• We can help you set ‘thresholds’ in a survey by which you can then measure performance on a weekly and monthly basis. These thresholds can even be set to trigger action.
• We can also advise on the optimum sample sizes for your survey, taking in-built bias or comparison of various teams within one organisation into account.

IVR surveys have high take-up rates and low drop-out rates. Consequently, they are an effective way of gathering useful information quickly and economically. The most popular survey types for contact centres are:

• Post-contact telephone IVR surveys (agent invitation).
  Here, your agent invites a caller to take part in an automated survey during a telephone call with your company. If the participant accepts, the agent simply transfers the call to the Opinion-8 telephone surveying system. This can be done on calls to or from your company or organisation.
• Post-contact telephone IVR surveys (invitation by message).
  The caller is informed by an automatic recorded message (before being connected to the agent) that your organisation is running a caller survey and if wishing to participate, should ask the agent to put the call through at the end. In this way, the participants are self-selecting which helps combat ‘agent cherry-picking’ of calls. This method can be used in combination with others.
• Post-contact telephone IVR surveys (stealth mode invitation).
  Callers to your company are asked by recorded message whether they would like to participate in a survey at the end of their calls. Those who elect to do so, press a specified key on their telephones. Once the participant’s conversation with the agent is finished, the call is automatically routed to Opinion-8’s survey system. This method facilitates survey participation unbiased by the agent as the agent does not know which caller will be surveyed.
• Outbound IVR telephone surveys (agent invitation).
  Here, a member of your organisation contacts the prospective participant by way of an outgoing telephone call. If the participant accepts the invitation to take part in your survey, the call is transferred to Opinion-8’s survey system.
• Automated outbound IVR telephone surveys.
  If you want to survey your customers’ levels of satisfaction with your call centre, this method has the enormous benefit of requiring no agent participation or co-operation. It is, in the main, entirely automated and works by performing an automated IVR call to the customer to conduct your survey.

• Users can create a list of frequently used reports. These can be displayed as favourites on the user’s home page and can automatically refresh/ cycle.
• Graphic reports are easily printable and can be sent by email without losing their context.
• Results can be ranked by agent, allowing easy comparison for performance management.
• Filters allow analysis of results by agent ID or contact centre team.
• Our trend reporting, based on weekly samples, allows managers to monitor customer services trends which equips them with the information they need to make decisions.