IVR Post-Call Surveys: The Voice of the Customer

Every Telvista IVOC solution includes…

  • Ease of setup. Your survey program can be online within days without hosting hassles or internal IT intervention!
  • Customization. We put 20 to 40 hours into your needs analysis and custom development to ensure a smooth start.
  • Simple, no-surprise pricing. Pricing is simple and straightforward - and flexible enough to meet your needs as they evolve.
  • Ongoing flexibility. Need to tweak a survey question? Change a report? Not a problem! Small changes are included in the monthly maintenance window.
  • Downloadable reports.Your data is available anytime via web based reports.
  • Inbound or outbound options.Transfer the call to us immediately after the call or send the contact information to us and we will call the customer back. Outbound toll charges are included in the price, so there are no surprises on your bill.

IVOC delivers the custom automation options you need - and you pay only for the services your business is ready to use right now. Easily expand or change the program as your needs change.

IMMEDIATE voice of the customer: hear your customers' many voices

Make a post-call survey a key part of your quality program.

Telvista post-call surveys include:

  • Prepaid volume. Most needs are met within our package of 10,000 IVR minutes Additional volume is also available on both a per-minute and pervolume basis.
  • Simple or complex survey trees. Customer attention is limited. Your survey can ask targeted, meaningful questions every time. Design your survey to customize itself based on customer answers to your questions
  • Voice talent. Telvista in-house vocal talent is included. However, we can also work with talent you provide, or provide external voice talent and studio time for an additional cost.

Immediate Notification: Take action on customer input

Take your post-call survey program a step further with Telvista's immediate notification option. Quickly get the information from your post-call surveys into your operation where action can be taken.

Our automatic notifications deliver information proactively via Email to the people in your operation who need it. Make “save” calls to at-risk customers. Adjust a price. Fix a product or service feature. Act while a solution is still relatively cheap and quick, based on data that allows you to accurately size and scope the customer impact.

The immediate notification option adds key features to your Post Call Surveys:

  • Email notifications. Notify based on individual occurrences of a problem, daily summaries, or other scenarios.
  • Unlimited quantity of business rules. Create all the business rules you need – and update them without IT or Telvista intervention.
  • Unlimited number of notifications. Send emails to all the people you wish, as often as necessary, according to your business needs

Voice Recording: detailed Customer feedback

Make fewer and more productive callbacks to your customers. Our voice recording and transcription services give you the option to capture more details behind very low or very high quality scores, and to capture customer comments verbatim – just as if your customers left you a voicemail explaining their survey responses.

Voice Recording adds key features to your post-call surveys.

  • Voice recording.In response to any survey question, capture up to two minutes of customer voice comments
  • Seamless integration with post-call surveys and immediate notification package. Use voice recordings whenever you need to better understand of survey responses or detailed, free-form customer comments.
  • Delivery of voice recordings. Receive each voice recording proactively in any of several file formats, as an email attachment.

Written transcription is also available for your voice recordings at an additional hourly fee.

Experience the difference today!

To find out how Telvista's IVOC solution can enhance your customer relationships, call us at 1-800-563-9699, or visit www.telvista.com.