What is an after-call survey? #
Administrators can create surveys which can be presented to callers after the agent hangs up. The surveys may be used to gather feedback for example.
How do they work? #
Customer surveys are carried out on the phone. After the agent hangs up the caller can stay on the line and answer a series of questions via DTMF or voice input.
A survey pre-announcement is played before the caller joins a queue, before any queue announcements are played. After the agent hangs up, Contact checks whether or not the call was long enough to qualify for the survey.
At the start of the questionnaire, the caller is asked whether they want to use DTMF keypresses or voice input to complete the survey. Questions are then read out to the caller and scores are collected. To guide callers on the required input, the company administrator must ensure that the answer scheme is included in the question text.
If an answer is incorrect, a message for an invalid answer is played to the caller and the question is repeated. If the answer is still wrong, it is marked as invalid and the survey continues.
When the survey is completed a message is played to the caller thanking them for their participation. The survey results are stored and made available as a series of reports.
Additional Information: #
Survey results can be accessed via Contact Reports.
The survey to use is defined in the call flow that is assigned to the service number. Only one survey can be conducted for each call. If there are multiple call surveys in the call flow (that is, a call is assigned a survey in the call flow, then later in the call flow the call is assigned another survey), only the last survey is carried out.
The audio files to play during the survey are generated and uploaded to the system, and then selected as call-flow parameters by a company administrator. Surveys cannot be conducted for customer callbacks.
Profiles are supported within companies. Each company administrator can assign a Surveys profile to a user login to define which surveys that are used in the company the user can see. The surveys profile may permit the user to see all of the company’s surveys or only some of them.
Roles can also be assigned to user logins. Each role can have a Surveys privilege associated with it that permits or prohibits access to the list of surveys used by Contact.