How to Get the Most out of Your Post-Call IVR Survey

By Michael Wise

Reviewing call recordings isn’t the only way to measure agent performance and identify strengths and weaknesses. Why not ask your customers?

When a consumer participates in an IVR survey, you get instant analytics about the call. If they are pleased with the experience, you’ll know it. If they aren’t, it gives the consumer a chance to instantly share their frustrations. This will often prevent the issue from escalating to a higher level.

Why conduct a post-call survey with an IVR instead of the agent themselves? Honesty. Most consumers are less reluctant to share negative feedback through an IVR, compared to telling the agent themselves.

Since you have complete control of the survey’s contents, you can learn a lot of valuable information about your consumers, your agents, your process, and your message. An effective post-call survey involves asking the right questions in the right way.

A survey can be as simple as one question that rates the satisfaction level of the call—often called a net promoter score. Or, it can be a series of questions designed to pinpoint a particular strength or weakness.

“The Beauty of a post-call IVR is not only its immediacy—a customer is more likely to provide honest feedback if they are asked straight after the interaction—but also the flexibility of its implementation.”
— CallCentreHelper.com
Contact Center Agent

Here are some common strategies used by the pros:

Use the survey to compare the performance of agents, campaigns and times of day

By connecting survey results to individual campaigns, specific teams, or even agent shifts, you’ll get a glimpse into the strengths and weaknesses within the contact center. From there, you can determine what further steps need to be taken in those areas (like live call monitoring or listening to the recordings.)

Also seeSpeech Analytics

Address improvement opportunities within the contact center

Your post-call IVR survey is incredibly flexible. It can be designed to identify problems in workflow, agent performance, consumer experience, call routings and more. The ability to make improvements based on customer feedback should provide instant performance results.

An effective IVR survey usually undergoes several changes and optimizations

Once you’ve launched your first post-call survey, you’ll want to see if any changes need to be made based off of the behavior of your customers?

  • Did they stay through the whole survey? If not, maybe the questions need to be more concise or the overall process needs to be shorter.
  • Are callers choosing to bail on the survey and share feedback or voice complaints to a real person? If so, you may not be asking the right questions or providing response options that accurately describe their experience.

A post-call IVR survey can be a helpful tool if the content is optimized and an effective plan is in place to measure the results. If you’re looking for new ways to identify improvements for your contact center, contact us today at 1-800-214-7490 or through our contact page.

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