Surveys
Go4Callcenter's Customer Service Survey can provide the information you need to make your company the number one choice for consumers. Go4Callcenter always try to put together a customer service survey ourselves. But progress in statistics and customer research have specialized this area to the point where we often need proper training to get accurate and relevant results. Doing a survey our self could easily end up just wasting time and money.
With recent advances in call center technology, integrated tele-services campaigns are quickly becoming the most direct path to success. Surveys assume great significance and are skillfully undertaken by the outbound call centers.
Types of Survey :
Written Survey
Being the most common form of customer satisfaction survey, this calls for fairly low cost to undertake. But, has some disadvantages as well. The call center receives a maximum of only 10% replies and the survey represents only a minority of customers. In the process, the respondents become bored, forming patterns of answers.
Employee Research
The key to great customer service is, beyond identifying what the customer wants, employing the right people. Go4Callcenter can survey not just your customers, but your employees as well, to investigate their strengths and weaknesses. That way you will know what areas to encourage them to work on.
In order to build a pool of experienced workers, you will need to guarantee employee satisfaction. Otherwise experienced employees will quit, and you'll constantly have to hire new people. By having employees fill out surveys, you can identify what you can change to make them happier and more productive.
Telephone Survey
Telephone surveys produce response rates between 30%-40% leaving a substantial amount of contacts that have not contacted. The drawbacks are that these are very intrusive and have to be answered immediately. They are time consuming spending up to 15 minutes answering a survey. Skewed results through the respondent gaining an affinity to the telemarketer.
One to One Survey
These surveys generate a response from decision maker level. However, the cost can be prohibitive to the number of responses that are generated. Face-to-face visits, correspondence and direct involvement programs are part of one to one survey.
Product Surveys
Product surveys are conducted by companies seeking valuable customer feedback so that they may improve their offerings and ultimately make more money. Most companies, however, do not conduct the studies themselves. Finding and qualifying participants, handing out and collecting materials, and organizing focus groups are not the types of things companies want to focus on. It's much easier for them to hire a third party to do all this minutiae for them.