"This call may be recorded or monitored for quality assurance."  How many times have you heard that  statement?  There's no doubt that Customer Service Representatives (CSR's) have to be monitored.  They are many times the first level of contact with the customer.  They have to be courteous.  They  have to know the answers, or at least know where to get the answer.  And, they have to be professional.  Recording and monitoring can be a great tool in helping to develop a top notch CSR call center, but what  does the customer think?  Wouldn't it be great if you could get feedback from the customer immediately following the call?  IVRI is the solution!  Here's the scenario: Let's take a software company that has a centralized CSR support centers that responds to  customer inquiry's 24 hours a day.  The typical order of events is that the customer calls the toll free 800 customer service number and is put into a queue by a ACD (automated call distributor). During the  queue, they hear "Thanks for calling Cutting Edge Software.  Your call is important and it will be answered in the  order received. This call may also be monitored or recorded for quality assurance.  Please hold for the next available customer service representative." To collect customer input after the call via IVRI, just modify the statement above with.. ."if you would like to complete a short survey regarding the quality of service you received, please stay on the line after you speak with the next available customer service representative." After the call has ended with the CSR the customer can be transferred either automatically or manually dependent on the switching system used in the call  center.  Once the caller is greeted by the IVR system, they can be asked to enter some sort of identifying data (product serial number or phone number) if necessary. Our  user-friendly interactive call center prompts the the caller though the short series of questions regarding the quality of service or support they had just received moments ago while it's still very fresh in their mind. How knowledgeable was the CSR? Were all your questions/problems answered or resolved to your satisfaction?  The caller can  also be allowed to leave a verbal comment if they wish which can be reviewed by both the CSR and the call center supervisor through our MyVoice message retrieval system.    At the conclusion of the survey, the system logs the data to the database  which can then be reviewed by authorized personnel via the Internet.  We can also generate fax or e-mail alerts to call center supervisors notifying them of unusually low ratings, etc.