Contact Centre

Hostcomm Launches Powerful New Surveys Application

Leading Voice over IP (VoIP) provider Hostcomm has launched Hostcomm Surveyor, a new computer aided telephone interview (CATI) application with added features for face-to-face and online surveys.

Conveniently integrated with a hosted dialler, the hosted survey application helps organisations to conduct surveys quickly, without compromising on data accuracy.

“Outbound surveys are a valuable business tool, but they can become a drain on resources,” says Chris Key, Director at Hostcomm. “It’s time consuming to train agents on asking the right questions, to capture and collate the data, and then to turn it into a meaningful report. And that’s not including the time and energy it takes to actually make all those calls. Hostcomm Surveyor makes it easier to conduct surveys, even across multiple platforms.”

A hosted service that can be integrated with a dialler, Hostcomm Surveyor dramatically increases the number of calls your agents can make. With participant data fed into the dialler database, contact centres can take advantage of automated dialling to maximise agent talk time. In simple terms, they spend more time on surveys and less time trying to get connected calls.

The application also helps agents conduct surveys without the need for extensive training or preparation. The system can be configured for any type of survey, using survey logic to guide agents through their interviews on-screen. Data can then be verified at this early stage, before it is saved to the database.

In addition, a responsive interface makes the application ideal for mobile devices, which can be used to conduct face-to-face interviews from a mobile, while online integration allows contact centres to conduct the same surveys through a convenient web-based form. As a result, the number of responses – and usefulness of your findings – is increased.

“A hosted dialler’s impact on calling allows contact centres to conduct large-scale surveys quickly,” adds Key. “But it’s important that there’s quality to match the quantity. That’s why we’ve created a system that’s highly configurable, guides agents through the process, and transforms the results into detailed reports. It’s a way to help clients get the benefit of regular surveys, regardless of the type of survey they’re conducting.”

Hostcomm Surveyor is a robust application that’s flexible enough to meet the requirements of varied industries. For example, the utilities sector can use the system to conduct switching campaigns, while claims management firms can reach high volumes of people to see whether a claim exists. Of course, the application will also give market research agencies a new edge as they carry out surveys on behalf of third parties.

“Hostcomm Surveyor can be used in a wide range of ways,” says Key. “Not just across different industries, but as an alternative to expensive scripting solutions which are costly to maintain. We set out to take computer aided telephone interview solutions to a new level, and we think that’s what we’ve achieved.”



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