Post-Call Surveys (Real-Time) - Logicall FeedBack

A real-time Post-Call Survey application, Logicall FeedBack enables you to build an accurate picture of customer experience when talking to Agents, their experience of a product or service, as well as Agent performance helping you to identify any training needs.

With Logicall FeedBack you are in full control. You can create your own surveys at any time and make changes without any system downtime. And as Logicall FeedBack is fully automated, results are instantly available for you to view.

Logicall FeedBack provides real-time information and is a highly useful evaluation tool for contact centre accountability and feedback on your products, services and Agent performance. Performance can be quantifiably measured and problem areas identified, where changes need to be made to improve customer satisfaction.

How It Works

Logicall FeedBack works by offering callers the opportunity to participate in a post-call survey prior to speaking to an Agent. The survey takes place after the call has been completed. The Agent is unaware of whether the caller has been offered or has chosen to participate in a survey.

And how callers respond to your questions really is up to you. Callers may simply speak their responses or use their telephone keypad (DTMF). Alternatively, you can offer callers the option to use a combination of both speech and DTMF. The choice is yours.

Over 100 Customisable Survey Forms—As Standard

Logicall FeedBack comes as standard with more than 100 customisable survey forms allowing you to design surveys with different questions based, for example, on which number the caller dialled or which queue the caller has come from. Additional functionality makes it possible to select how often surveys are offered to callers. For instance every 10th caller could be presented with the opportunity to participate, rather than every caller.

Want even more than the standard 100 survey forms?

No problem. Just ask us. We’ll be more than happy to provide you with as many survey forms as you want, like or need.

Creating Post-Call Surveys

Creating and designing post-call surveys is easy using Logicall FeedBack’s integral GUI (Graphical User Interface), on your very own desktop. Using the GUI, you can set which callers will be offered the opportunity to participate, whether the caller response will be spoken, via DTMF or a combination of both.

And if you’re running campaigns on behalf of other companies, you can even build multi-tenant environments and groups. As well as the GUI, Logicall FeedBack comes with a TUI (Telephone User Interface) enabling you to create and easily change messages, announcements and questions.

Instantly View Survey Results

Unlike traditional manual surveys, with Logicall FeedBack you can instantly view survey results, on your own PC using the GUI. Logicall Feedback can help you to eliminate time-consuming and costly manual surveys.

Integration

Logicall FeedBack can be fully integrated with all leading telephony systems, allowing businesses to seamlessly move callers from live Agent interaction to self-service (and vice versa) as necessary, without loss of context.

Got A Question? We Love A Challenge.

If you have any questions and would like a no-obligation chat with one of our Consultants, call us direct on 0333 566 0000 (say Consultant) or click our "call me" button and select a convenient time for us to call you. Alternatively, visit our Contact Us page, fill out the form, click the send button, and we'll call you right back. We look forward to talking to you soon.

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Testimonials

We have been using the services of Maximum for over 4 years now in Australia. The VSS application started with just Bookings and has now been extended to include Redelivery, Tracking, RingBack and just lately FeedBack (post call survey). The business benefits we are seeing are material and the commercials are in the right place. I have to say that the relationship with Maximum is one of only a few that I can say is truly a partnership, I would struggle to be more positive about them. When an issue does happen I am constantly amazed at just how quickly the Maximum team can get to the root cause and provide a fix. It really is just different to other suppliers. They know their stuff and get us.

Snr Business System Manager

Leading Global Express Delivery Company

I’ve been meaning to send a follow up note just to say that you guys ARE AWESOME! We’ve been using your application for years starting with Intelligent Callback. It’s easy to administer and it works. Unlike some applications which we are constantly having issues with. It was a pleasure working so closely with all of you and I hope we will continue to work together for years to come.

Snr Technical Analyst

Leading International Hotel & Lodging Company

We identified the processes that were best suited to self-service and more than 80% of those callers complete the process within the IVR applications now. With IVR, we’re effectively always open and now provide a 24x7 service. After 18 months, our scores are 15% ahead of which we are immensely proud of.

Customer Service Director

Mailroom, Document & Logistics Solutions Provider