IVR Technology Group, a provider of intelligent voice response services and solutions, has introduced a feature-rich, post-call survey application that can be coupled with its IVR hosted services platform to provide call centers with easy access to very robust, automated telephony tools.
IVR Technology Group has successfully deployed pre- and post-call applications to help teleservice operations collect unbiased feedback regarding customers' interactions with their agents and overall contact satisfaction. Through a hosted application, IVR Technology Group engineers a call path to receive calls from the call center to interact with the end customer to provide a quick post-call survey. The results of the survey are tallied and presented via a secured portal back to the client with, as an option, alerts built in to report low scores so corrective action can be taken immediately.
“Our clients appreciate the speed in which we can set up and go live with this survey process” says John Crouthamel of IVR Technology Group. “Further, by using our iCAN automated applications, the results are not influenced by a live agent and we can quickly feedback results in the form of alerts so our clients can correct or adjust agent performance near real time and, of course, we are providing this service at a great cost savings as compared to live survey processing.”
“These post-call surveys were added to our interactive suite of iCAN services as we continue to invest in building state-of-the-art applications that compliment live human interaction” states Mike Byrne of IVR Technology Group. "We've had excellent feedback resulting in a building base of clientele signing up for post-call surveys. We are also excited that the input we have received has allowed us to further develop and enhance this very important tool for our clients."
Recently IVR Technology Group deployed iTEXT, a text messaging application. The post-call survey will soon be released as an application of iTEXT, allowing customers to use their cell phones to text to participate in post-call satisfaction surveys.