Conducting outbound surveys and calls to your customers can be a powerful and accurate way to gather information to help you manage your business. From updating customer records through to conducting telephone surveys to gather information on how customers feel about products and services or topical events engaging a third-party to conduct your surveys can provide a number of benefits.
Why use an outsourcer to conduct your outbound surveys?
Companies that provide call centre outbound survey services are specialists at making outbound calls. Their staff are highly trained in outbound skills and they have the technology to maximise the efficiency of the outbound calling agent. This is known as an outbound dialler and it ensures that all call centre agents are working to maximum capacity.
2. Resource Utilisation
Diverting your internal resources to conduct outbound surveys is often at the detriment of your inbound call centre services resulting in increased waiting times to your customers. And as is often the case with many surveys or data cleansing campaigns, there is typically some urgency involved making it difficult to just divert internal resources who are already working at capacity.
Especially when it comes to using market research its important to ensure that the agents conducting the survey are independent to maintain the integrity of your research.
4. Customer Experience
Making outbound calls requires a completely different skillset from agents that typically handle incoming calls. By engaging a third-party specialist you don't need to worry about additional training for your agents whilst ensuring your customers receive a good experience.
5. Multichannel Options
Whilst actually talking to a customer is still the best way to gain insight, there is now a range of other alternatives that can be used to gather data including automated outbound messaging (robocalls) and outbound IVR surveys (provides customers with options they can select) and many of the providers below will offer these as a standalone service or as part of the overall strategy.
Search Telephone Survey Companies below:
Just scroll below to find suppliers who specialise in outbound survey calls or if you are specifically looking for market research companies or companies that specialise in customer satisfaction also check out the Voice of the Customer suppliers.