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.
At the end, they stay on the line and the automated phone survey service takes over.
Customers can be asked various types of questions:
YES / NO
Scoring Questions - e.g. "Grade your experience 1-5 where 5 is brilliant"
Voice Comments - customers can be prompted to enter record a voice
feedback where they can provide further information about the experience
or their suggestions for service improvement
Crucially, with Optimise, customer feedback is integrated to the scoring components of the system and customer scores are ranked and displayed and reported in on through the one single customer management system. This saves time money and provides a unique and balanced 360 degree reporting environment.