Customer Feedback

The best way to implement improvement in any call center is through customer input. Having customers tell you what about their experience is and isn't working is easy with inContact® Feedback.

How does it work?

inContact has several built-in survey options for capturing feedback from customers:

• Email: Send an email to your customers after they contact you, allowing them to provide feedback when it’s convenient for them
• IVR: Initiate an outbound call to your customer immediately after they talk to your front-line team. This is the most popular and fastest way to get feedback.
• Live Agent: Conduct live outbound surveys to ask direct questions of the customer
• Chat: Capture feedback from your customer while they are visiting your website

No matter the feedback method you use, inContact makes the information easy to understand and actionable with our comprehensive reporting. No more spreadsheets or piles of information you have to interpret.

And did we mention real-time information? With inContact, the feedback is available to you and your front-line team (who needs it most!) almost immediately after the data is collected.

This allows your front-line team to use customer feedback to self-correct and continuously improve their service, rather than relying on “interpretations” from a quality monitoring person as to how the customer might have felt. Through the use of inContact Feedback's real-time customer service surveys, not only can agents see how the customer “scored” them, but they can also hear actual customer comments.

What type of reports will managers receive?

We offer over 100 types of reports, including:

• At-a-glance: quick reports that are easy to review
• Supervisor: see everything from representative ranking to detailed agent coaching tips
• Agent: receive feedback directly from customers served
• Analytical: analyze trends, measure improvements and gain critical perspective on service operations

Are agents aware when feedback is given?

Agents will know that your call center collects feedback, but they will never know which customers have agreed to provide feedback because the process is completely invisible to them. Yet, they will have access to that feedback faster than ever before.

How in-depth are the surveys?

We’re the experts in survey design. We work with each client on custom survey questions to get what you need to know for your business. While we encourage you to keep your surveys simple, direct and focused, they can be as detailed as you need.