Customer Survey Manager

Are your customers happy?

Customer Survey Manager (CSM) offers a simple method for creating, launching and managing customer feedback surveys through IVR. Creating IVR-based surveys, in most cases, would require custom programming and expertise, but with Spanlink’s CSM, surveys can be developed and deployed in less than an hour with this efficient customer experience software. 

Using an intuitive interface, the user builds the survey, determines how callers will be selected and publishes the survey to their Cisco Unified Contact Center Enterprise (UCCE) platform. Data is gathered as surveys are completed. With this data, CSM provides a rich reporting interface for analyzing results – a great way to gain insight into customer satisfaction.

Are your customers receiving the quality of service they desire? Are you interested in learning more about how your customers perceive the services you offer? Spanlink can help with our Customer Survey Manager.

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Customer Case Study

Customer Survey Manager is helping a large digital satellite television company track their contact center agent performance and service levels, as well as the service levels of the employees/contractors that go to their customer’s sites to install their service. Using CSM, they conduct two outbound surveys:

1. Call and confirm service quality after an installation

  • This high-volume outbound call campaign integrates the Cisco Unified Contact Center Enterprise, Cisco Outbound Option, as well as Cisco Voice Portal (CVP), the enterprise reporting systems, and their unique desktop applications

2. Customer care calls

  • When customers call in, they are offered an opt-in post call survey where they can provide feedback on the specific agent that they worked with, and their performance.
  • These callbacks have been architected to only be provided when certain business conditions are met – for example, depending upon skill groups and number of calls in queue.

By conducting these surveys, this digital satellite company has been able to pinpoint issues customers have encountered very quickly, and provide the additional training necessary to their satellite installation reps and contact center agents.