MAT Choose Digidesk
The Money Advice Trust is a national charity, helping people across the UK to tackle their debts and manage their money with confidence. They support individuals, the self-employed, small businesses, the free debt advice sector and creditor organisations. They helped 140,980 people and had 1.87 million visits to their advice websites in 2022.
The Money Advice Trust needed to deploy a post-call IVR survey for over 100 advisors. They required an automated survey, with five questions that asked the customer to rate their experience from 1-5 via the telephone keypad. In addition, they wanted to give their customers the opportunity to leave a verbatim comment at the end of the survey.
A key requirement was to be able to track and compare individual agent and team performance. Ideally, all customer scores and comments would be available in real-time through a series of team and individual agent dashboards. These would then be used to motivate agents and provide agent engagement within the entire CSAT programme.
From the start of the project, we worked closely with Money Advice Trust to help define a survey script, get voice prompts recorded and test out the customer experience. We provided a unique transfer number for each agent, to enable individual agent and team tracking.
A series of real-time wallboards were set up to track question scores, agent performance and key metrics, such as NPS score. All verbatim comments are transcribed and populate a range of widgets to monitor sentiment analysis, key topics and trending keywords and phrases. We even set up wallboards for each advisor to track their own individual feedback.
“The team at DigiDesk are very knowledgeable, professional, and highly responsive throughout the deployment of our CSAT solution, especially Luke who was incredibly diligent and patient through some of our unique challenges. We have been very impressed with the real-time feedback delivered by their solution, which has definitely helped motivate and engage our advisors. We would highly recommend working with this innovative and dynamic team!
Alex Cheshire | The Money Advice Trust