February 21, 2008
CallCopy's Cc: Survey Released, Lets Contact Centers Capture Voice
By David Sims, TMCnet Contributing Editor
), a call recording and quality monitoring vendor, has introduced cc: Survey, a telephone-based survey application allowing contact centers to "capture the voice of the customer."
Cc: Survey is an IVR-based survey system available as part of CallCopy's cc: Discover call recording and quality monitoring suite or as a standalone product. Callers can be transferred from the phone representative into the cc: Discover survey system, or they can dial a toll-free number to participate in surveys independent of the contact center.
The product has Web-based reporting capabilities which provide real-time information on survey results. Report results can be filtered by date range, by agent, by ANI (Caller ID), and other criteria. The reporting system also provides granular analysis of survey results. Companies can report on automated post-call survey completion rates, and compare survey results to automatic call distribution reports to determine sample population.
The application can also capture voice messages and callback information from the customer, which can be accessed through the secure Web-based reporting portal.
Ray Bohac, president and chief executive officer of CallCopy, said a customer feedback survey application is "an ideal way" to capture customers' perspectives.
Cc: Survey allows an organization to create surveys through a Web-based interface. The data can be tied to recordings, which allows companies to calibrate their internal quality assessment measurements against customer satisfaction. Survey questions can also have dynamic point values assigned to them to weigh sections and surveys according to the needs of a center's staff and clients.
Last year Call Copy and SER Solutions (News
), a vendor of call management and speech analytics tools, signed a partnership agreement specifying that CallCopy will incorporate SER’s patented speech analytics technology into their product suite.
According to the companies, this agreement was reached to provide a more comprehensive quality monitoring product.
CallCopy and SER say that by integrating SER’s technology into the CallCopy product suite, customers will now be able to analyze up to 100 percent of their inbound and outbound recorded calls, searching them for key performance indicators such as customer churn, competitive mentions, required or forbidden phrases, or lapses in routine.
Once an indicated word, phrase or event is found, the system alerts QM agents to the exact place of interest in the recording so they can hear it for themselves.
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David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.