Rogers Business Solutions | Wireless, Voice and Business
Darelle Mitchell, Business Sales Executive with CELLCOM
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Voice Solutions

TOTAL FEEDBACK


Total Feedback is a next generation automated voice response survey solution designed to bridge the gap between traditional market research calls and web surveys. Total Feedback translates voice responses into rich, actionable information with proven voice recognition technology. Accompanied by a real-time web interface, Total Feedback is a robust marketing and customer service solution designed to capture your customer's experience and make informed business decisions.

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Benefits

Increase your reach and response

  • Expand your access to customers through a convenient voice channel. With only a phone number contact centres can follow up on recent service experiences. Eliminate cumbersome web surveys and the need for email addresses.

Enhance customer loyalty

  • Engage your most loyal customers with periodic, permission-based voice surveys to ensure they are delighted with their experience. Coordinate with marketing campaigns by integrating exclusive loyalty members only reward messages.

Reduce cost of market research

  • Automated voice surveys can be deployed at a fraction of the cost of live agents. A hosted model ensures that you only pay for what you actually use.

Details

Immediate feedback

  • Total Feedback makes it extremely easy and convenient for respondents to participate. Secure, web-based reporting is available at the end of every response (via touch-tone, speech, or the web), providing valuable, instant access to results.

Easy to customize

  • A variety of question formats are available to prompt callers from a simple 'yes-no' scenario to spectrum ratings of 'very dissatisfied to extremely satisfied'. Total Feedback also allows for open-ended responses.

Smart and adaptive

  • Customize questions based on individual customer responses. For example, if a caller expresses negative feelings, transfer the call to a customer service agent to immediately address and resolve the issue.

Disaster proof

  • Total Feedback is a network-based, fully redundant platform. Don't let a catastrophe prevent you from connecting with your customers.

More Features
  • Let customers rate your quality of service using sliding scales
  • Ask True/False or Yes/No questions
  • Ask for opinions with open-ended questions
  • Eliminate the time it takes to collect and interpret paper surveys
  • Download customer responses - all responses are available online upon completion
  • Add or remove questions on the fly via the web-based administration tool
  • Modify questions based on time of day
  • Access real-time web reporting with statistics detailing survey responses
  • Transfer to an agent at any time

To learn more or to set up a no obligation consultation, please email Darelle Mitchell at darelle@cellcomwireless.com