Surveys

Understanding your customers and staff is important – if they are dissatisfied you won’t know until it’s too late. At the same time, knowing what you are doing 'right' can sometimes be missed.

  • Easy-to-use automated Survey facility
  • Programme surveys to your requirements to find out relevant information
  • Save costs using in-house functionality to undertake customer research

Obtaining information about how customers feel about you - what you are doing right or whether your organisation’s thoughts about a product are echoed in the marketplace can be a costly exercise. Research fees can be costly and the flexibility to change questions is limited.

As a solution, Surveys can be integrated easily with your existing telephony connections enabling you to obtain immediate results that can influence you to develop or improve your offerings using their feedback. The tool provides the ability to adapt and develop your questions through a dynamic blend of questioning and contextualisation.

The immediacy of Surveys results allows the organisation to have both understanding and prompt reaction to the changing environment. The results are automatically stored and can be downloaded from a web interface for report creation or to update your databases.

Through utilising surveys internally you are able to adapt the questions to find out specific information about a product or service in addition to providing cost savings on external agency or hosting facilities.

Learn more, download the Surveys product sheet.

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Customer Quotes (Stop animation)

“Plans to recruit additional customer service telephone advisors have not had to be realised, saving the authority at least £37,000 in salary and on-costs.”

“Staff response to the solutions has been very positive and, all in all, it is a good value solution which supports our switchboard teams when the volume of calls exceeds staff availability.”

“QueueBuster has enabled us to manage our peaks and troughs far more proactively and at a lower cost to serve per customer”

“Our aim throughout this exercise was to achieve the right balance. QMax has helped us to achieve this. It has been integral to the success of the project.”

“Internal communications have improved and the use of ContactPortal has promoted mobile working, enabling a quick response to a staff query or voicemail. This has further enhanced overall staff productivity.”

“Argyll and Bute Council seek to use forefront technologies to deliver high quality, efficient services and the partnership with Netcall means the council’s switchboard, customer service centre ACD and telephone payments systems now work through and with the wider Lync system used by all council employees.”

“Our intention is that the reminder system will be used for patients who are due to come into the hospital for planned, elective surgery. The potential financial benefit is likely to be even greater than outpatients, due to the high cost of wasted operating theatre time.”