According to “Understanding Customers” by Ruby Newell-Legner, a typical business only hears from 4% of its dissatisfied customers. 91% of those dissatisfied customers will not willingly do business with that company again.. Customer feedback is gold! When it comes to the analysis of calls and the quality of the service that a customer care representative provides, there are many tools you can implement: call recordings, post call survey score cards or follow-up survey campaigns. Implementing internal processes such as these allows companies to track complaints and go about fixing them. In this article, we’ll touch on post call/ follow-up survey campaigns.

Follow-up survey campaigns can provide invaluable data that demonstrates to stakeholders whether clients are receiving the quality of service that is expected. These surveys are widely used in healthcare and are becoming increasingly common in other organizations. These surveys give clients an opportunity to provide feedback about their interaction. Compared to other available quality assurance methods used in contact centers, a survey is a real-time tool whose data can be handled in an expedited fashion. As an example, a bad rating provided at the end of an interaction could trigger an alert sent to a supervisor who can, in turn, address any client’s dissatisfaction.

What we can do to HELP you:

Interact Strategies can help you maintain easy, consistent and efficient communication with your team as well as with the community you serve. We assist you in setting up a system to effectively manage your customer care center, so you can better serve the people wanting to reach out for help. We can also add an effective and efficient post call survey to your customer interactions so you can see how to better serve your community.

Here at Interact Strategies, we strive to change the contact center paradigm from first call resolution to reaching your desired outcome. Our team is composed of experts in contact center operations and technology. We enable organizations to become more efficient in gathering raw data, identifying patterns and building better business models so you can better provide your community with the service they deserve.

Benefits of post call surveys:

· Direct client feedback is the best tool to understand an organization’s public image

· A negative feedback can be corrected immediately

· A positive feedback can be converted into a public positive feedback such as star rating and social medial posts

· Client surveys can be used to calibrate current internal quality process

· Direct client feedback provides unbiased information to stakeholders

Want to learn more? Contact us today!