What Is a Survey Call in BPO? A Simple Guide for Enterprises

The growth of a business largely depends on customer feedback. While creating a unique customer experience is important, knowing what the customers want is equally important. Among the most effective ways to better understand your customer satisfaction and sentiment is outsourcing the survey function. In this article, we have a look at survey calls and how they can help your business perform better.

What is a Survey Call in BPO?

In Business Process Outsourcing (BPO), a survey call is a phone call that is made to gather feedback or opinions from customers. This could be data or feedback about a specific product, service, or experience with a brand. Conducting these types of calls helps organizations understand their customer needs and preferences better, which can also be a basis for improving service delivery and offerings.

How Survey Calls in BPO Can Help Your Business

A survey call refers to a structured phone conversation that is conducted by call agents or customer service teams to gather insights on market trends or feedback. This is a cost-effective and efficient way of collecting information in a wider geographical area. Whether conducted through manual phone calls or automated dialers, these calls provide clarity from the participants.

The main purpose of conducting survey calls is to understand your customers and their preferences on a deeper level. In doing so, your business can have adequate data to make informed decisions. Survey calls help to identify both the pros and cons of your business systems and refine them to improve the overall customer experience. If a customer mentions a problem during the call, the agent can ask follow-up questions. This allows for the discovery of more insights that drive business growth.

Unlike email or online surveys that are limited to topics and questions, a survey call allows for more inquiry into an issue. The agent can get an instant response and feedback from the customers, ensuring nothing is overlooked. It is also easier to elaborate on your opinion during a phone call than filling out an online form or responding to emails. Based on the data collected, your business can assess customer satisfaction, perform market research, measure customer engagement, and measure expectations.

Types of Survey Calls in BPO

Depending on the goals of your business, survey calls can take different forms. This can range from post-call surveys to IVR surveys. An outsourcing firm may also offer other types of survey calls that align with specific industries. However, the two main types of survey calls in BPO include:

1. Post-Call Surveys

Post-call surveys are conducted immediately after a customer has interacted with a brand. These can be done by a live agent to gather feedback on that specific interaction. The survey is conducted via phone or an interactive voice response (IVR) system to gather the needed information. A live agent or customer service representative asks survey questions to the customer or transfers the call to an automated system to record the answers.

2. Automated Survey Calls

Automated survey calls are conducted without any human interaction. Instead, an automated system like IVR is used to prompt callers with questions and record their responses. Usually, customers are asked to respond to questions by pressing buttons on their phone keypad or speaking their answers. The answers are then recorded and used to analyze specific issues related to customer experience.

While surveys conducted in BPO can be customized to meet the specific needs of a client, the major difference is whether the call is handled by a call agent or an automated system. An automated system is effective in gathering quick responses. However, a live agent offers more insights into customers’ experiences by probing further with questions and engaging the customers in detailed discussions.

How Octopus Tech Helps with Survey Calls

Conducting customer survey calls requires a mix of simplicity and technicality to capture the actual views of your customers. Outsourcing this function not only gives you a wider reach, but also corrects necessary data for decision making. At Octopus Tech, we do more than just collect raw data from customers. We focus on quality information that can be a basis for improving your business performance. Get in touch with us today to outsource survey calls.