OrderLogix QA surveys are now available with enhanced features. Your OrderLogix administrator can configure the software to assign any employee with the ability to create and modify a survey instrument, simply by configuring the program access rules in the employee rules database.
Our customers use surveys in many different ways. Here are a couple of different ways:
Agent Scoring and Measurement System
Many customers use the survey capability to build a standard agent scoring and measurement system for Quality Assurance (QA). You can now develop a survey script designed to test and measure agent performance – through a variety of qualitative and qualitative measures of goals, objectives and expectations – and even provide you with the ability to compare performance to previous benchmarks or best in class.
A QA supervisor can log on to an active call, can listen to a random call, or even focus on specific agents during training — or listen to calls that have specific (problem) disposition codes. One of our favorite disposition codes is “customer objection.” Auditing these codes can be the key to identifying your best agents, changing agent training programs to achieve better results, or even changing in your offer – to increase sales close rates.
Customer Attitudes About Products, Services and Agents
- Customer Service organizations also like our survey tools because they can:
- create a rules based survey – focused on specific campaigns or issues
- adjust features or scripts on-the-fly – to refine survey results
- implement branching surveys based on conditional rules
- test customer responses or agent performance
