Phone Surveys – How to Increase Their Effectiveness with a Virtual Agent?

Phone surveys are a simple way to gather customer opinions, measure their satisfaction levels and track preferences. Surveys help us understand our customers better and improve services according to their expectations. 

The more surveys we conduct, the more useful the collected information will be. However, surveying places a heavy burden on call center consultants, negatively impacting the handling of current inquiries. Is there a way to conduct phone surveys without hiring a team of additional call center employees? Yes. Simply use one of the functionalities of EasyCall internet telephony – the virtual agent. 

What is a Virtual Agent? 

A virtual agent is a service that automates the survey process. It is an advanced module of EasyCall’s internet telephony VoIP. You just need to prepare the questions along with possible answers and the virtual agent will call the specified numbers, ask the questions and collect the responses. The respondent can indicate their answer using the phone keypad or through built-in speech recognition. When configuring the virtual agent service, you can choose the voice of the narrator and enable language selection. 

What are the Benefits of Using a Virtual Agent? 

Increase Survey Reach 

Automated phone surveys have a greater reach than those conducted using traditional methods. The virtual agent is not discouraged by unanswered calls. It will make the specified number of attempts at a defined frequency until the call is answered by the intended recipient. This way, you have a better chance of obtaining information from the customer. 

Save Time and Costs 

The virtual agent will take over from the call center employee, reducing the cost of conducting phone surveys. Even if you plan to survey a large number of recipients, you are not limited by the number of available consultants. 

The virtual agent will also help you analyze survey results. It will collect responses and present statistics, helping you quickly interpret the collected data. You can also monitor response statistics in real time during the survey. 

Increase the Credibility of Results 

Customers often feel more at ease knowing that an automated system is asking the questions. Their responses are more honest, which enhances the credibility of the survey results and gives you a true understanding of what customers think about your company. 

Enhance Marketing Activities 

When designing survey questions, you are not limited to just gathering opinions. You can use the virtual agent to streamline marketing and sales activities. 

You can also combine the phone survey with product promotions or information about limited offers. The questions can also provide insights into the customer’s purchase journey or examine customer touchpoints with the brand. 

The information collected this way will allow you to better tailor your offer to the customer and thus increase their satisfaction. 

Phone Surveys – A Universal Tool for Call Centers 

Automated phone surveys can be used to support any area within the company. At EasyCall, we can help you configure the virtual agent and tailor it to your current needs. 

For example, survey questions can be used as pre-collection activities, gathering information needed to remind the customer to settle their dues. 

The virtual agent can also conduct satisfaction surveys after a conversation with a consultant or after a visit to your company’s physical location. Such data will surely help maintain a high level of customer service.