What better gauge of call quality is there than asking the customers themselves for feedback? The Liquid Voice C-SAT add-on enables organisations to find out what customers really think of the service they receive. Customers are invited to leave feedback at the end of transactions by answering pre-defined questions using an automated IVR-based system. Surveys can also be conducted by SMS for customers calling in from their mobile telephones.
C-SAT highlights calls that receive particularly good or bad feedback for instant review by contact centre managers. Customer responses are recorded and stored for further review and assessment to identify training requirements, inform sales and increase productivity. Real-time reports summarise the results in an easy to read format.