IVR
(Interactive voice response)
IVR surveys are an effective method for understanding call centre performance and experiences, down to individual agent level, immediately after they have happened.
Our IVR surveys offers an effective solution for capturing real-time customer feedback – requiring only a telephone to take part.
Feedback is provided using touch-tone key presses for question answers and voice recordings can be used to bring the customer’s experience to life.
Customers can take part in IVR surveys instantly after interactions in a number of ways.
Outbound IVR surveys
Customers receive an automated call to take part in the survey immediately after an experience.
Post call transfer IVR surveys
Sometimes referred to as Stealth Mode, in this approach customers are typically invited to opt into a post-call survey via an automated recording before speaking to a call centre agent. Then, after the conversation, they are automatically transferred to the survey to provide feedback.
Inbound IVR surveys
A phone number can be presented on brand websites or in marketing materials for customers to call to give feedback. When making outbound calls, we also present the survey phone number so that customers can call back at their convenience if they were unable to answer an initial outbound call.
