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Completely Automated Telephone surveys (CATs):
Capture Real-Time Customer Feedback
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How do you know you're providing the best service possible for your
customers? Collecting valuable Real-Time Voice of The Customer
feedback and quantifying the results, you can more effectively manage
customer service delivery. CATs programs are cost effective have high
response rates and are designed to accurately measure service
performance to your customers. Comprehensive reporting of the results
provides performance at the business unit, team and individual. This
provides your business with an action plan for improving service,
training, and coaching to exceed customer expectations.
CAT surveys provide the best value for your research dollars conducting
telephone interviews without using a live interviewer. The automation
allows you to collect Voice of the Customer feedback real-time that
is statistically reliable and valid. In most cases, CAT surveys can do
everything a telephone interview does while completing many more
interviews at a lower cost! CATs program options allow you to collect the
feedback using the following options.
Comprehensive reporting of results can allow you to compensate high
performers appropriately. CATs can provide you with the information to
identify which employees are truly providing the best service to your
customers.
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Inbound CATs (ICATs) -
Inviting customers to share their opinion with you
Effectively obtain customer feedback by inviting and/or incentivizing
customers to participate in your survey immediately following a service
experience using this completely automated process. Metric's system
professionally surveys your customers based on desired project objectives
by the following: |
 | Customers are invited to participate in your survey that they access
by calling the toll free CAT survey number (available 24/7/365) |
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| Customers are transferred to your CAT survey immediately following a
telephonic customer service experience with your contact center, your
service center, or with your location |
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Outbound CATs (OCATs) - A
proactive approach to gaining customer feedback
OCATs allow you to obtain valuable customer feedback by having the
automated system contact your customers soon after a service experience,
resulting in more accurate feedback than other data collection methods.
Details include:
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| Upon reaching a participant telephone number, OCATs marks the
number as busy or no answer and places the number back into
the queue or leaves a message on an answering machine, inviting the
participant to call into the survey or to introduce the
survey and inform that a call-back will occur. If the number is
answered, OCATs can screen for the appropriate person in the
household and/or conduct the interview. |
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| OCATs leverage the automated technology to replicate a telephone
interview. |
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| Your survey is fielded to your defined list of customers or to a
random-digit dialed sample. |
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| Surveys are conducted within the times defined by the law. |
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| OCATs are also an effective tool for increasing response rates by
introducing the survey project to the sample, reminding the sample to
participate or for inviting participation in On-Line surveys and
Inbound CAT surveys. |
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| CAT surveys can be completed with touch-tone responses or voice
recognition. Skip patterns are employed to generate a survey question flow
based on the participants responses. Alert parameters can be set where
response levels to key questions initiate a service recovery opportunity
for you by asking the participant if a follow-up is needed. Immediate
Email alerts are generated to your customer advocate team upon receipt of
requested contact by your customers. |
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Leverage this powerful technology in your
business to accurately assess
your true service performance today!
Contact Us |
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