"SmartQ will allow individuals with no programming
experience to design and record their own IVR survey applications."
-- Call Center News Service
Call centers can use TeleSage SmartQ™ and eQ™ software to gather and provide information quickly and easily. Read on to find out how your organization can apply TeleSage IVR and Web technology to its call center needs.
Customer Satisfaction Surveys
Use TeleSage SmartQ or eQ software to monitor customer satisfaction with the services they receive. For example, set up SmartQ software to transfer all or some of your inbound or outbound calls to an automated survey at the end of the call. The anonymity of IVR allows customers the freedom to provide accurate feedback. TeleSage software can automatically track the time, date, and extension of each service call, so you can monitor the performance of individual agents. Or ask customers to complete online satisfaction surveys. This enables your organization to monitor customer satisfaction and employee performance, cost-effectively, 24 hours a day, 7 days a week.
Call Center Employee Screening
Voice quality is an important attribute that a call center considers when hiring an employee. Use TeleSage technology to automatically screen applicants and gather information such as age, education and work experience, along with an actual voice sample for your evaluation. SmartQ and eQ can also provide applicants with information about your call center and give qualified candidates instructions about further steps in the application process.
Client Survey Administration
Confidentiality is important to people participating in many types of surveys. With TeleSage SmartQ technology, clients can be contacted by a receptionist, then transferred to the system to respond to a confidential, automated survey simply by pressing keys on their touch-tone telephone. With TeleSage eQ technology, clients can be contacted by email and linked to an anonymous Web survey. Studies show that people are more likely to respond truthfully if they are interacting with an automated telephone or Internet system rather than an actual person.
Panel Data Collection
If your organization tracks a panel of people who call in regularly to report activity, their information can be gathered via SmartQ or eQ software. Participants can log on to a Web site or call a designated number, any time of the day or night, to enter their data automatically. The results can then be sorted and forwarded to the appropriate person for review.
Please contact a TeleSage representative to evaluate your needs and discuss the best way for you to connect with your audience.
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