Monday, April 6, 2009

Call Center IVR Surveys: What are the Benefits for your Business?

Voice recognition systems aren’t necessarily just used for customer service and sales. Call center IVR can also be used to implement surveys. There are many short and long-term benefits to implementing a voice recognition system survey. It’s just a matter of properly developing the interface and questions. So what are some of the uses and benefits of surveys for call center IVR systems?

Applications of Surveys for Voice Recognition Systems:

1) Business Intelligence: Voice recognition system surveys offer a great opportunity to find out how customers feel about your company. Call center IVR systems can get valuable feedback from callers to improve business processes. Not only will you give clients the chance to voice their opinion, but with a good call center IVR survey, you’ll know what changes to make to keep them coming back.

2) Rating Agent Performance: Consider using your voice recognition system to rate agent performance. The feedback is great for training and quality assurance, and callers can use the call center IVR system to express their frustration or satisfaction with an agent. The effect of implementing a performance survey often quickly improves agent sales performance and increases customer satisfaction.

3) IVR Customer Profiling: Voice recognition systems can boost sales results by creating pre-sale client profiles. Sales can then target potential clients according to particular caller characteristics. This can be very helpful in identifying both up-sell and cross-sell opportunities. For example, if a caller has recently purchased a flat-screen TV, the caller may also be interested in a promotion on DVDs. Use your voice recognition system survey to get a picture of different demographics and learn which callers prefer which products. Call center IVR surveys are a good way to create such profiles.

4) Rating Voice Recognition System Performance: A new call center IVR system can take some adjustment. Especially in the first phase of deployment, it is important to get feedback. Callers will appreciate the opportunity to weigh in on any usability issues with your new call center IVR system, and a voice recognition system survey gives them the chance to do so. While they’ll appreciate the chance to sound off, you’ll get immediate performance feedback from your call center IVR system.

Call center IVR systems, when done right, can increase your business ROI over both the short and long-term. Learn how to increase your business returns—develop custom surveys for your voice recognition system.

Watch for an upcoming post with tips on customizing your call center IVR survey.