Automated telephone & web survey solutions
Opinion-8 automated telephone and web surveys offer a simple and highly cost-effective way of gaining customer, employee and stakeholder feedback. Applications include contact centre post-call customer feedback, retail outlet performance evaluation, large scale multilingual surveys, patient feedback, and any consultation exercise. Powerful and intuitive analysis tools available online 24x7 on a secure website. Real-time reports and integration with other reporting tools supported.
Varney & public sector Contact Centres
"Opinion-8 gives us a powerful tool to understand the drivers of customer satisfaction, and to give impetus to improvement activities in the council's services as well as contact channels". Claire Symonds, Service Head for Customer Access, Tower Hamlets Council
Technology Effectiveness Award 2007
FINALIST
Real Time Customer Feedback Improves Contact Center
The UK government recently set publicly funded contact centers and help lines a challenge - fundamental and transformational change. The Varney review of public services created a new performance framework that places clear emphasis on services being designed "from the customer up" and states that these centers must now have systems in place to accurately measure performance in key areas.
Read the rest of this article here
ContactCentreWorld.com - 25th February 2008
Hosted surveys
With a hosted survey, all you need to do is put callers through to the Opinion-8 survey line at the end of their contact with you - or forward them a link to a web survey. For market research, employee, stakeholder or patient surveys, people can be invited to call a FREEPHONE number to rate the service and offer you their comments.
Survey technology
For those who want to run IVR surveys on a larger scale or long term, there is the option of buying the Opinion-8 survey appliance in house. We provide a server with the Opinion-8 survey system pre-installed and configured. Survey set-up and management tools are easy to use and quickly mastered, with support and training provided.
Solutions for:
Opinion-8 IVR survey applications
- Customer satisfaction surveys
- Call centre evaluation & agent assessment
- Employee surveys
- Customer loyalty ratings
- Multi-lingual surveys
- Public contact centre performance monitoring
- Patient surveys
- Recruitment & assessment
- Exit interviews
- Member / supporter surveys
- Event feedback
- Transactional customer satisfaction measurement
- Product and packaging evaluations
- Readership and viewer surveys
- Gathering mystery shopping results
- Political polling
- Database and loyalty member profiling
- Screening
Opinion-8 Survey Methods
- FREEPHONE IVR surveys: People are invited to call a free-phone number where they answer pre-recorded questions using the buttons on their phone or speaking comments.
- POST-CALL IVR surveys: People are invited to participate in a survey at the end of their interaction with a call centre agent.
- WEB survey: Visitors to your web site complete an online form. This can also be accessed via a link in an email.
- POP-UP survey: A survey invite can pop up when someone is visiting your website.
- EMAIL survey: People are invited to offer feedback direct by email.
- Survey Kiosks: We can provide a range of kiosks allowing in person access to Opinion-8 surveys.
- CATI: Computer aided telephone interviews. Opinion-8 can be set up to support a live interviewer.
- PAPER surveys: Results can be entered into the Opinion-8 database as for CATI.