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C-SAT IVR
Quantify the level of customer satisfaction
Organisations wanting to increase profits and maintain a competitive advantage must ensure that they achieve the highest level of customer satisfaction and loyalty. Unhappy customers are unlikely to recommend organisations to other people and, even worse, they are likely to move their business elsewhere to negatively impact the bottom line.
The ability to demonstrate that customers are happy is also beneficial as feedback can be used as a key performance indicator, something that is particularly important for the non-profit sector.
It important to track customer satisfaction, but quantifying the level of satisfaction presents major challenges. ADDCOM Wave’s C-SAT IVR provides a cost effective solution and generates usable data to help determine what customers really think of the service they receive.
While most IVR-based customer satisfaction solutions are separate systems, ADDCOM Wave’s C-SAT IVR is fully integrated with the recording platform. This enables survey results to be associated with individual recordings, making it easy to identify calls for assessment and training.
How It Works
ADDCOM Wave’s C-SAT IVR enables callers to complete a telephone survey at the end of interactions with agents.
These surveys usually comprise three to five questions and utilise a combination of touch-tone and speech recognition to capture customer responses.
Results from ADDCOM Wave C-SAT IVR are directly imported into the recording platform where they are automatically summarised in simple, real-time reports that provide useful insights to front-line managers. Calls that customers were or were not satisfied with can be quickly identified for assessment to help determine agent training requirements.
Features of C-SAT IVR
Explore its features below
The system can be set up to allow customers to leave personalised feedback and comments.
Add-Ons
Explore additional options
ADDCOM Wave’s C-SAT IVR enables callers to complete a telephone survey at the end of interactions with agents. These surveys usually comprise three to five questions and utilise a combination of touch-tone and speech recognition to capture customer responses.
Results from ADDCOM Wave C-SAT IVR are directly imported into the recording platform where they are automatically summarised in simple, real-time reports that provide useful insights to front-line managers. Calls that customers were or were not satisfied with can be quickly identified for assessment to help determine agent training requirements.
In the event that a very strong positive or negative response is given to a question, customers can be automatically directed to a follow-up question requesting further information. This allows surveys to automatically adapt in response to customer feedback.
Contact centre managers and supervisors can use survey results as a Key Performance Indicator to demonstrate they are achieving acceptable levels of customer satisfaction.
