Post-Call Surveying Methods
SQM conducts accurate, reliable and actionable post-call surveys for call centers and is recognized as the call center industry Voice of the Customer (VoC) expert for improving organizations’ FCR, Csat and customer retention. Our quota management system has the ability to complete quotas at the CSR to the call center level. If you are truly interested in listening to your customers’ experiences calling your call center, we offer four different post-call surveying methods (i.e., phone, IVR, online and SMS mobile) that will provide your organization with meaningful and actionable VoC data.
Quota Management
Call center technology systems compile call lists every 60 minutes or within one day of customers having called the call center. Customer call lists are sent to SQM in a secure manner. Call lists include information for each customer such as call type, line of business, value of account, time of call, length of call, day of call, CSR who handled call, skill set of CSR and if the call was transferred. Before customers are called using SQM’s predictive dialer, call lists are scrubbed based on CSR or call center quota requirements, client business rules, do not call list and dialed out based on a random sample of customers who have recently called the call center. SQM’s quota management technology is one of the most sophisticated technologies used by research firms for managing quota at the CSR level. Our quota management system evenly spreads out the surveys required to be completed at the CSR level for the month. Another example of our quota management system sophistication is when CSRs go on vacation our quota management system will either automatically front or back load CSR survey quota requirements in order to achieve survey quota requirements.
Survey Options
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Phone SurveyUsing SQM’s Telephone Survey Representatives, customers are surveyed within 60 minutes to 1 business day from the time they had a transaction using a call center, IVR or email contact channel. The phone survey is typically between 3 and 5 minutes in length and uses between 5 to 15 rating and open-ended questions. The open-ended questions provide detailed customer feedback comments and is the best post-call survey method for capturing customer feedback comments. Phone survey quotas can be completed from the individual CSR level to the call center level and can be conducted on an hourly, daily or weekly basis. Also, SQM can capture customer feedback digitally and can data-mine that feedback.
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IVR SurveyUsing SQM’s outbound IVR technology, customers are surveyed within 60 minutes from the time they had a transaction using a call center or IVR contact channel. The IVR survey is typically between 1 and 4 minutes in length and uses between 3 to 10 rating and open-ended questions. This survey method is a very effective and efficient method for conducting a high volume of surveys. In most cases, customers are surveyed within 60 minutes of their call. IVR survey quotas can be completed from the individual CSR level to the call center level. The IVR survey method is timely, accurate and cost effective. Also, SQM can capture customer feedback digitally and convert digital feedback to text and can data-mine that feedback. Note: Transcription costs will be charged for converting .wav recordings of verbatim comments to text with coding.
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Online SurveyCustomers are surveyed within 60 minutes to 1 business day from the time they had a transaction using a call center, IVR or email contact channel. SQM’s email technology invites your customers to complete an online survey. The survey is typically between 3 and 10 minutes in length using between 5 to 15 rating and open-ended questions. Customers are invited to participate in the online survey. Online survey quotas can be completed from the individual CSR level to the call center level and can be conducted on an hourly, daily or weekly basis. The online survey method is timely, accurate and cost effective.
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SMS Mobile SurveyUsing SQM’s new SMS text or web browser mobile phone technology, customers are surveyed within 60 minutes from the time they had a transaction using a call center. A customer using a mobile phone can complete a survey using our SMS or web browser survey methods. The mobile survey is typically between 1 and 4 minutes in length and uses between 3 to 10 rating and open-ended questions. The mobile survey is ideal for customers that are on the go. Customers will not be charged for a request to complete a SMS mobile survey or for actually completing a SMS mobile survey. Mobile survey quotas can be completed from the individual CSR level to the call center level. The mobile survey method is timely, accurate and cost effective. The mobile survey captures customer feedback and can be data-mined.
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