If you're looking for feedback on how your customers perceive your call center service or need to ask a few very sensitive questions after a CATI survey, IVR is the tool to meet your needs:

  • Call center agents can transfer business and consumer customers to a customized IVR survey to ensure your clients are getting the service you expect
  • A brief survey will ensure you're resolving issues before they become a problem
  • If your customer is not satisfied, ask if they'd like to request a follow-up contact
  • All clients can be asked if they want to participate or just a random selection - it's your choice
  • For sensitive questions telephone survey participants can be asked if they would prefer to answer the questions on IVR instead of with the interviewer - this ensures their comfort and confidentiality