- Provides a choice for the caller to be called back rather than having to hold
- Queues the call and automates a callback
- Improves the caller experience
E.G. “your call is in a queue, however, if you would like us to call you back when you reach the front of the queue, please press 1…”.
Automate the identification of a customer via an account number.
When the customer inserts this into their phone they will be passed to their account manager enabling the highest level of customer experience.
E.G. “Thank you for calling, please enter your account number”.
- Frees up the employee’s time while the script is being listened to
- Reconnects the employee once the script has finished playing
To stay compliant with the ever-changing regulations, many organisations need to ensure customers who have made a purchase or completed a transaction over the phone are informed of the terms and conditions of sale and their rights post-purchase.
Post Call Surveys
Identify and report on your customer satisfaction levels with a post-call survey. At the end of the call simply transfer the caller to the survey which consists of a series of questions you can choose – and customers will be asked to rate your service on a scale of 1-5.
E.G. “did a member of the team answer all your questions to your complete satisfaction? Press digits from 1 to 5 where 5 is yes and they answered all my questions”.
The post-call survey has a reporting module that can automatically produce and email reports on the activity of each configured post-call survey at the end of each day, so you can accurately track your customer satisfaction levels. Do you have different departments? Different post-call surveys can be used for different departments and ask different questions.