Phone surveys can now be automated with our call recording software

Customer Feedback is often the missing link in the quality management chain. Not so with automated phone surveys courtesy of Magnetic North's Optimise call recording software.

By involving the callers themselves in providing real feedback at the end of the call, organisations validate their own scoring and coaching systems with the reality of the customers own opinion. This is invaluable for "keeping it real" and staying focused on improving the customer's experience in a structured manner.

Optimise's Automated Phone Survey module is an optional module which can be activated. It integrates with the phone system and can either provide an opt in choice for customers or this can be provided by the ACD itself. Customers who opt in to take part at the end of the phone call in a survey are then connected through the routing engine to the advisor to handle their phone call as usual.