• 3,000 firms
  • Independent
  • Trusted
Save up to 70% on staff

Home » Glossary » Caller satisfaction collection process

Caller satisfaction collection process


What is the caller satisfaction collection process?

This process refers to the gathering of feedback, comments, and suggestions from the customers and clients that call centers have talked to. There are many ways to collect the information, which can be used to help out an agent.

Call center managers, team leaders, and quality assurance specialists also have access to the information that customers leave after receiving support from the workforce.

The purpose of this process is to assist in pointing out the agents’ and the center’s areas of improvement and to find out which call center standard operating procedures work best.

What is the caller satisfaction collection process

4 types of caller satisfaction collection processes

Below are the four types of caller satisfaction collection processes. These are the most popular ones that companies equip to assist them in providing better quality customer care.

Without feedback, businesses will have a hard time coming up with new ways to improve their products and services. It will be hard to bounce back from a negative customer service score—even more so for the representatives.

Keep in mind that the customer care department serves as the first point of contact for clients and customers from the outside. Contact center representatives are an extension of the company as they take on the role on a daily basis.

Live call

For this type of caller satisfaction collection, the agent can ask the other party if the service they have received was exemplary right after the phone call ends. While this could pressure the caller to give a higher grade, it could also be a way for them to provide constructive feedback.

The supervising team lead could listen in on the call as the feedback is being given to lend credibility to the commendation.

End-of-call prompts

If you’ve found yourself on the other side of the phone, you may have encountered a spiel that sounds like, “Thanks for calling! Please stay on the line for a quick survey.”

And then, it will be followed by an AI voice asking you to rate the service on a scale of 1 to 5 using your numerical keypad. This is an automated response from artificial intelligence that’s programmed to prompt callers at the end of each call.

These end-of-call prompts are automatically sent back to the system, to be received and reviewed thoroughly.

Follow-up (SMS, email, or call)

Depending on how thorough the contact center is, they might consider a follow-up correspondence with their customers. This could happen through channels such as an automated text, an email, or another call—depending on what contact details they have.

Get Inside Outsourcing

An insider's view on why remote and offshore staffing is radically changing the future of work.

Order now

Start your
journey today

  • Independent
  • Secure
  • Transparent

About OA

Outsource Accelerator is the trusted source of independent information, advisory and expert implementation of Business Process Outsourcing (BPO).

The #1 outsourcing authority

Outsource Accelerator offers the world’s leading aggregator marketplace for outsourcing. It specifically provides the conduit between world-leading outsourcing suppliers and the businesses – clients – across the globe.

The Outsource Accelerator website has over 5,000 articles, 450+ podcast episodes, and a comprehensive directory with 3,900+ BPO companies… all designed to make it easier for clients to learn about – and engage with – outsourcing.

About Derek Gallimore

Derek Gallimore has been in business for 20 years, outsourcing for over eight years, and has been living in Manila (the heart of global outsourcing) since 2014. Derek is the founder and CEO of Outsource Accelerator, and is regarded as a leading expert on all things outsourcing.

“Excellent service for outsourcing advice and expertise for my business.”

Learn more
Banner Image
Get 3 Free Quotes Verified Outsourcing Suppliers
3,000 firms.Just 2 minutes to complete.
Learn more

Connect with over 3,000 outsourcing services providers.

Banner Image

Transform your business with skilled offshore talent.

  • 3,000 firms
  • Simple
  • Transparent
Banner Image