How To Transfer a Caller
One of the most difficult aspects of Call Center Surveys is determining how to transfer a caller to the survey. We work with your technical department to identify the method that works best for your needs. We use a variety of different methods depending on the client, including:
- The Call Center representative asks callers if they wil take a quick survey and then transfers willing participants to the survey line. STARSurveys offers an online report that gives managers essential information (re: how many calls are being transferred to the survey line and which representatives are transferring the calls). With this information, managers are able to make quick decisions. For example, a manager may notice that a specific representative has not transferred a single call to the survey line. The manager can quickly remedy the situation.
- You, the client, randomly select phone calls to transfer to our survey line.
- All calls come directly to a STARSurveys line. We randomly select calls to be surveyed. Calls that will not be surveyed are transferred back to your line. Calls that will be surveyed are also transferred back to you, but we stay on the line. Once the call center part of the call is complete, STARSurveys begins the survey. (This is not our recommended method because of the increased cost of the survey.)
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Rapid Reports
STARSurveys reports are available online. The reports are password protected and updated in real time. We can display your data in the format that is best for you. If you send us the names of your call center representatives, we can display the data by representative. Managers can look at reports online and make decisions. For example, if data is overly positive, a manager can assess whether the feedback is due to one specific representative or whether a group of representatives is responsible. > Back to top
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