Customer-driven organizations spend tremendous amounts of time and money to find, win and retain their customers. Yet those valuable customer relationships can be at risk each and every time a customer calls the contact center. To ensure the balance of agent performance and customer satisfaction, companies must listen closely to the perceptions, problems and needs of their customers.

That is why successful organizations invest not just in quality management programs, but also in the research tools needed to monitor customer perspectives. etalk's Qfiniti Survey enables call centers to hear directly from a customer immediately after an agent interaction, measurably improving quality performance while reducing the time and cost incurred from traditional research methods.

Qfiniti Survey delivers immediate insight into customer satisfaction with the service experience. This offers customers an optional automated telephone survey following a call, which eliminates the expense of traditional third-party questionnaires. By integrating the survey results with quality monitoring results, Qfiniti Survey provides the most comprehensive view of an agent's performance and a unique calibration tool to ensure that quality programs are in line with the voice of the customer.

Qfiniti Survey is the industry's first interactive voice response (IVR)-based, post-call survey platform for the enterprise market. This automated solution operates in conjunction with call center private branch exchange (PBX) and automatic call distributor (ACD) switches, and gives callers the option of taking a survey immediately after speaking to an agent.  

Qfiniti Survey

• Can be configured to run behind the scenes, without agent involvement
• Does not require a recording solution already be in place
• Manages multiple survey types, such as incentive surveys
• Integrates seamlessly with legacy systems and with all Qfiniti solutions from etalk

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