Customer Feedback Surveys

CSI releases Customer Survey Module for Virtual Observer

Coordinated Systems, Inc. (CSI), of East Hartford, CT, is pleased to announce the release of a new Customer Survey Module for Virtual Observer (VO) 3.0, a complete call center quality monitoring and VoIP recording solution. The new module, named VO Survey, automates the customer feedback process as part of an overall call recording and quality monitoring program.

Users of Virtual Observer have always been able to utilize supervisor evaluations of recorded calls between customer service agents and their customers in order to assess quality and provide training to their agents. This process is now enhanced by the ability to also include actual customer feedback in the evaluation process, creating a very accurate assessment of call center performance.

VO Survey also allows for call center management to calibrate evaluations performed by supervisors against actual customer ratings, providing a fair comparison. Trends in aggregate performance perception can be identified and corrections can be implemented.

After a phone call, the customer is able to select an optional survey, conducted right over the phone. Once completed, the survey data is then stored to the event record in the VO database.

Virtual Observer supports a large variety of Analog, Digital and VoIP phone systems: Cisco, Avaya, 3COM, Siemens, Nortel, Mitel, as well as any SIP-enabled VoIP systems.

Coordinated Systems, Inc. (CSI) has been in business since 1972. CSI employs a "Start Small, Think Big" philosophy that allows call centers to use a phased approach and still receive a high impact return on investment when implementing voip call recording and quality monitoring technology.

VO Survey highlights:

- Completely automated survey tool extends your QA process to the customer
- After call, an optional phone survey is made available to your customers
- The survey data is collected and stored in VO, allowing management to compare customer feedback with supervisor feedback for calibration
- View trends in customer satisfaction, agent performance, evaluation grades, and more…
- Instant customer feedback
- Evaluators become more efficient, reducing subjective questioning

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	Products & Solutions Virtual Observer Core Features Add-On Modules E-Learning Screen Capture Media Encryption Auto-Archiving CTI Integration VO Surveys Benefits Screenshots Request a Demonstration Professional Services Testimonials "Since the implementation of the updated version of VO, there have been many differences that I have found beneficial in my everyday use. With the new Query Wizard feature, you are able to define virtually any piece of data that you need and sort accordingly. Reporting is much more efficient now. Listening to calls is much easier now with the visual event player. The make media list feature with web playback has a lot of benefits, although I haven't had the opportunity to really put this feature to use yet…Overall a very happy user!" - Yvonne Toutant Resolution, Inc		Products & Solutions \| Tech Support \| Partners \| About CSI \| Newsroom \| Contact Us No time to chat or call? Use our quick contact form and we will respond shortly! first name last name company email address phone number how did you find us? comments Home > Products & Solutions > Virtual Observer > Modules > VO Surveys Customer Feedback Surveys Customer Feedback Surveys CSI releases Customer Survey Module for Virtual Observer Coordinated Systems, Inc. (CSI), of East Hartford, CT, is pleased to announce the release of a new Customer Survey Module for Virtual Observer (VO) 3.0, a complete call center quality monitoring and VoIP recording solution. The new module, named VO Survey, automates the customer feedback process as part of an overall call recording and quality monitoring program. Users of Virtual Observer have always been able to utilize supervisor evaluations of recorded calls between customer service agents and their customers in order to assess quality and provide training to their agents. This process is now enhanced by the ability to also include actual customer feedback in the evaluation process, creating a very accurate assessment of call center performance. VO Survey also allows for call center management to calibrate evaluations performed by supervisors against actual customer ratings, providing a fair comparison. Trends in aggregate performance perception can be identified and corrections can be implemented. After a phone call, the customer is able to select an optional survey, conducted right over the phone. Once completed, the survey data is then stored to the event record in the VO database. Virtual Observer supports a large variety of Analog, Digital and VoIP phone systems: Cisco, Avaya, 3COM, Siemens, Nortel, Mitel, as well as any SIP-enabled VoIP systems. Coordinated Systems, Inc. (CSI) has been in business since 1972. CSI employs a "Start Small, Think Big" philosophy that allows call centers to use a phased approach and still receive a high impact return on investment when implementing voip call recording and quality monitoring technology. VO Survey highlights: - Completely automated survey tool extends your QA process to the customer - After call, an optional phone survey is made available to your customers - The survey data is collected and stored in VO, allowing management to compare customer feedback with supervisor feedback for calibration - View trends in customer satisfaction, agent performance, evaluation grades, and more… - Instant customer feedback - Evaluators become more efficient, reducing subjective questioning Click here to print this content. CSI - building great customer experiences since 1972 Coordinated Systems, Inc. 165 Burnside Avenue East Hartford, CT 06108 860-289-2151 Products & Solutions \| Tech Support \| Partners \| About CSI \| Newsroom \| Contact Us \| Sitemap Build Your Solution \| Request a Demo \| Call Center Quality Monitoring \| Newsroom Sitemap