IVR Surveys for Call Centers

Customer Satisfaction

Datatel delivers the ability to measure your Call Center’s success in achieving customer satisfaction from the customer’s perspective, in real-time!

With Datatel’s IVR Surveys for Call Centers you can engage customers immediately after an interaction with an agent; obtaining real-time objective measurements on customer satisfaction by individual Agent, Team, Site, and Business Unit.

Built in alerts allow your organization to respond quickly and effectively to negative issues, in real-time, based on the client’s specific level of customer satisfaction.

Extensive Real-Time Reporting

  • Track Customer Satisfaction by Agent
  • Measure CS by Team and Call Center
  • Measure your CS against Company Targets
  • Track Participation by Agent, Team and Call Center
  • Determine / Evaluate Customer Satisfaction during Peak Times
  • Measure Response Frequency – Completion Percentage
  • Custom Measurements, Metrics and Reporting – in Real-Time

How It Works:

  • A customer is transferred to the IVR Survey after an interaction with an agent
  • The caller interacts with the survey by answering a series of indexed questions
  • E-mail Alerts can be activated to inform your organization of potential issues in real-time
  • Real-time alerts to help you identify potential issues and take immediate action

How You Benefit:

  • Improve customer experience
  • React quickly to changes in customers’ experience
  • Identify and capitalize on opportunities
  • Gain competitive advantage
  • Increase revenue opportunities
  • Look at real-time metrics so you can take immediate action
  • No upfront infrastructure investment

Using our hosted solution, you don’t require special hardware or software, eliminating capital expenditures and dramatically reducing operational costs and deployment time.

We do all the development, testing, and implementation to provide customers with the most advanced solution available for Call Center Customer Satisfaction Measurements. Our SaaS model, allows us to collaborate with our clients and implement enhancements on an ongoing basis based on best practices and client feedback.

We’re Here to Help

What our clients are saying about us

“Never any issues with you guys! Things just work.”

Gerry Henstra, CEO, Henstra Business Solutions

“Customer service is a really big deal to us, and I am glad to do business with a company that obviously takes it as seriously as we do.”

Jeff Boatman, Global Client Solutions

“We’re happy with the IVR Payment system and it has been working well for us. Recently we also setup your newest SMS (text) receipts and found it to work great.”

IT Manager

“I want to command you and your team at Datatel on the job just completed for Tele-Response Center. The attention to detail and professionalism with which you approached the project was exemplary and greatly appreciated especially considering the several applications that needed to be implemented on short notice. Thanks again for your assistance getting this project off the ground so smoothly.”

Joe Grossman, Sr. Vice President, 121 Direct Response

“My team and I would like to commend Datatel on creating an IVR application that adds great value to our new Travel product. Your knowledge, input and expertise in IVR scripting, call flow management and overall IVR logistics made the development and implementation stages extremely easy to manage. Thank you for a well executed campaign that was launched on time and on budget.”

Ryan McCullough, Marketing Manager, Aegon Direct

“Great team to work with. I look forward to utilizing some additional capabilities in the future.”

Bob Griffin, VP of Operations, MedA/Rx

“We are very grateful for many years of mutually beneficial business relationship with Datatel and for impeccable customer service we have received during these years.”

Director of Student Accounts

“We, Standard Life, very much appreciated Datatel’s expertise, knowledge and support as we worked through the development and implementation stages. Our Clients appreciate the simplicity of the capability, while gathering very valuable feedback. Thanks for making this a very positive experience.”

Anne Pennell, VP, Customer Services Operations, Standard Life

“This was one of the best implementations I have been a part of. The communication was excellent and everything was responded to and dealt with swiftly. A real pleasure. We are looking forward to the impact this will have on our patient payments! Thank you!”

Kim Pace, Director Patient Accounts and Revenue, Chatham-Kent Health Alliance