Customer Satisfaction - Council Tax Call Centre, June 2009

Overview

An automated  telephone survey to measure customer satisfaction on Council Tax & Benefit calls.

 How the automated telephone survey works:

When the call comes through on the telephony options (IVR), the customer is provided with a recorded message asking them to participate in a survey.

1. If they select to take part, the system captures their contact telephone number & confirms this with the caller.
2. The call then went through to the Customer Service Adviser (CSA) as normal.
3. Once the caller hung up, the system automatically called back the customer and proceeded to ask the survey questions.
4. Callers respond by using their telephone keypad.