As a means of gathering important data, surveys given to customers at the conclusion of a call are invaluable. Live answering services and virtual answering services alike can benefit from the sort of customer satisfaction stats gained from exit questionnaires. However, it's important that such surveys are kept updated and refined, so that they can most accurately gauge how successful a call is without alienating the caller.
One example of this can be seen in the case of the White Pages. According to a PR release, the communications directory company has added some new questions to its exit survey designed to improve its service and spotlight what works and what needs more attention. Call service representatives with good satisfaction records will be given rewards based on their performance. According to the company, the system seems to have been an immediate improvement, with approval up and operators functioning more efficiently.
Crafting a good survey can be a tricky proposition. It's an unfortunate truth that some callers, especially those vociferous with complaints, will be inherently unreceptive to any kind of survey. But those who do agree should still be given questions that are simple, direct, and yield specific results that the company can work from.
A follow-up survey via email or mobile could circumvent the sort of impatience seen in those situations – but there's also a chance that people simply won't respond, especially if the survey requires more effort than they're willing to spend.
Whatever the approach taken, it's clear that the customer service should ideally be as friendly and unobtrusive as possible, as any phone answering service should know. Outbound call centers can take advantage of these principles too by endeavoring to make their questions as to the point as they can. The gains an answering service could get from this sort of increased focus are significant, and are essential as the service works towards more efficiency.