Real-time client survey systems and methods

A system, comprising:

• an automatic call distribution system adapted to communicate over a first network and a second network, wherein the automatic call distribution system comprises a first software control module, and wherein the automatic call distribution system is configured to route incoming messages received from the first network and is configured to route incoming calls received from the second network;
• a server in communication with the automatic call distribution system, wherein the server is adapted for receiving the incoming messages from the first network;
• a call agent station in communication with the automatic call distribution system, wherein the call agent station is configured to receive the incoming messages and incoming calls routed from the automatic call distribution system based on the availability of the call agent station;
• an interactive voice response system in communication with the automatic call distribution system, wherein the interactive voice response system is configured to administer a survey to a client in communication with the call agent station through the first and second networks, and wherein under the control of the first software control module, the automatic call distribution system routes the incoming call from the second network to the interactive voice response system for administering the survey to the client, the survey prompting the client to provide information about aspects of services received;
• and
• a web server accessible by the client over the Internet, the web server providing online assistance to the client while the client is completing the survey administered by the interactive voice response system;
• wherein results of a previously administered survey are associated with the call agent position, the association used to identify the previously administered survey and the corresponding agent;
• wherein upon receiving a second call from the client:
• if results of the previously administered survey are positive with respect to client satisfaction of the services received from the call agent, the second call is routed to the call agent;
• and
• if results of the previously administered survey are negative with respect to client satisfaction of the services received from the call agent, the second call is routed to a different call agent.

A method of conducting a survey with a client, comprising:

• initiating a call with a call center by the client;
• at the call center, routing the call to a call agent;
• routing the call from the call agent to an interactive voice response system;
• conducting a survey with the client through the interactive voice response system, wherein the interactive voice response system presents survey questions to the client, the survey prompting the client to provide information about aspects of services received;
• and
• providing the client access to a web server over the Internet, the web server providing online assistance to the client while the client is completing the survey administered by the interactive voice response system;
• wherein results of a previously administered survey are associated with the call agent position, the association used to identify the previously administered survey and the corresponding agent;
• wherein upon receiving a second call from the client:
• if results of the previously administered survey are positive with respect to client satisfaction of the services received from the call agent, routing the second call to the call agent;
• and
• if results of the previously administered survey are negative with respect to client satisfaction of the services received from the call agent, routing the second call to a different call agent.