A global consulting services company, with more than 70 governments as customers, came to us with a problematic issue, administering voice surveys in a highly secure environment. Their customer, an enormous government agency, needed to improve first call resolution across hundreds of call center agents. To do this, they designed a flexible CSAT (customer satisfaction) survey intended as an end-of-call survey for most callers. However, the process of collecting numeric touch-tone and transcribed open-ended responses need to comply with an extreme level of security and controls.
Achieving A High Security Standard
After an exhaustive vendor search and RFP process, we ended up being the only potential partner who was already operating within a few percentage points of the necessary security standards. It ended up being a trivial matter to refine our security practices. Once we passed a rigorous security and network penetration audit, work began.
We worked to create an appealing IVR question flow that accomplished the goals of the elaborate survey, without being too cumbersome for callers to complete. The end-of-call queries employed several “skip-logic” questions (follow-up questions matched to specific answers), which helped to reduce the time required to complete the survey.
After eight years, we remain the trusted partner, providing the uniquely secure platform that enables the collection of valuable customer experience data for their government customer. Additionally, we continue to pass the government-mandated annual security audits with some of the best results their auditors have seen.
Our security-first mindset enabled this customer to deliver the exact solution to their government client. The long-term nature of this complicated solution speaks to our commitment.