Case Study: Integrating SMS Survey with Call Centre

We will illustrate how MoCo SMS Suite can be deployed in various sectors by using different real-life case studies. In this article, we will show you how MoCo SMS Suite can integrate with Call Centre to provide SMS Survey service. The Call Centre name in this article is not the actual name.

Problems:

Singapore Publishing is a reputable publishing company in Singapore. They have a call centre which receive a lot of calls everyday from advertisers wanting to enquire and place ads on their publications.

They wished to have a system which can integrate with their call centre database so that a sms will be sent out to the caller once they put down their phone. The sms will request the advertisers to rate the operator’s service from 1 to 5, with 1 being the best and 5 being the worst.

The system should be able to present the ratings survey in graphical format to show the overall satisfaction of the advertisers, as well as being able to track the individual ratings of the operators.

Our Solutions:

In order to fulfill the requirements of Singapore Publishing, we proposed to customize our MoCo SMS Suite Professional edition to integrate with their backend call centre database.

After our customization, the staffs of Singapore Publishing can use MoCo to create various kind of surveys, with different message content, on different timings and intervals, etc. The system will randomly retrieve records from the call centre database that satisfy the user’s preset conditions, and then send out the survey request sms.

The advertisers, upon receiving the survey request sms, will reply with an sms between “1” to “5” to rate the service of the operators. All the incoming survey sms are consolidated and reports are generated every month in HTML and Excel formats to review the operators performance.

Below is a screen capture of a sample monthly survey result:

sms result

Feedback from the staffs shows that the system is working very well and is very useful in appraising their operators’ performance.