Sometimes companies overlook one of the easiest ways to gauge customer satisfaction, especially as it applies to your contact center and the service your agents provide day in and day out. Well-designed customer surveys can provide a wealth of information and HyperQuality makes that data even more useful.

Customized surveys
HyperQuality staff will listen to your needs and goals and develop surveys that fit. As your needs change, surveys can be revised quickly and easily.

Sophisticated reporting and analysis
HyperQuality can combine CSAT survey scores with quality scores from phone, email and chat into one easy-to-use reporting system, giving you a more comprehensive view of your customer service quality — including identifying opportunities for improvement and offering advice for positive change. In addition, surveys can also be designed to include open-ended customer feedback with actual voice recordings embedded in web-based reports.

Results tied to individual agents
Instead of broad contact center survey results that leave managers and supervisors guessing as to where to implement changes, HyperQuality’s survey data is tied back to each and every individual agent, giving them personalized feedback and shortening the time from survey to improvement.

Flexibility
Our survey flexibility begins with your choice of data collection, including IVR, email, chat, outbound calls or a combination of methods. Report flexibility includes reports for agents, supervisors and managers, which can be further customized by date, campaign, contact center, communications vehicle, C-SAT scores, procedural scores and more.