What can you learn from post-call surveys?11th February 2019
It is in your company’s interest to keep searching for and finding new ways to improve the customer experience. Falling revenues or a disconcertingly high number of returns in your warehouse might indicate that something is wrong but could shed little light on exactly why.
Hence, just before ending a call with a customer, your staff could benefit from directing them to a post-call survey. So, what precisely are post-call surveys and what could they teach you?
What does a post-call survey involve?
As you near the end of a phone conversation with a customer, you could ask them if they would like to participate in a short survey on their experience of your customer service. With their permission, you could then hang up in a way that connects the caller to the survey.
As part of our broad palette of services, we allow you to implement post-call surveys where the respondent can register their numeric answers by hitting the relevant digits on their phone’s keypad.
Keep each survey short and to-the-point
It would be wise for you to use the specific term “short survey” in explaining to the caller what they can expect. You could also specify the number of questions to be asked as well as the time it will take the respondent to answer all of them. Through imparting this information, you can foster trust.
An article from Telecom Reseller advises that you limit each survey to just three to five questions. An overly long survey, after all, could lead the caller to abandon it out of impatience.
Their feelings of impatience could especially readily creep in if you insist on putting overly complex queries to them. If you remain unsure what questions to ask, Smart Customer Service lists various potential questions relating to major facets such as the agent and the general product or service.
With regards to the “agent”, the person who was helping the customer on the call, you could ask whether that agent was polite and professional. For “yes” or “no” questions, you could easily assign a numeric reply for each. Meanwhile, a question about the product or service could concern whether it was reliable and how the caller would rank it – perhaps on a scale of 1 to 5.
What can the survey responses tell you?
As the survey responses come in, make sure they are tagged to information identifying the agent. This would nicely pave the way for you to pass on feedback directly to that member of staff.
If you have recorded the call, this recording could also be attached to the survey result. Once you can listen to that recording while keeping the survey answers at close hand, you can develop a thorough understanding of why the customer provided these scores.
If the feedback – collected from both calls and post-call surveys – seems to indicate that your phone system’s efficiency is at fault, we enable you to also implement VoIP for business use- please call 0345 077 7777 for further details.