Phone Survey - Post Call
How it works
Phone Survey (Post Call) works in two ways.
- Agent transfer method
- Auto transfer method
Agent transfer method is manual (independent mode). When the agent finishes the call, she transfers the call to the assigned telephone number. Agent transfer method does not require any customer side integration. You will be assigned a local DID telephone number. See this section on getting the assigned telephone number.
Auto transfer method is automated and does not require any action from agent. When the agent ends the call, the call will be automatically transferred to the Post Call Phone Survey application.
In both cases, the participant (i.e caller) will be asked few short questions and responses are collected via phone keypad or voice
The contact center manager can view and download the survey responses after login to application web page.
How auto transfer works
Post Call Survey application is a SIP enabled application. If you have a SIP capable VoIP / contact center telephone system you can integrate with Post Call Phone Survey via SIP trunks. Please Contact Us for more details.
If you are using an on-premise telephony system, you can install our
Auto Transfer Application on premise.
Auto Transfer Application will handle the automatic call transfer when the agent ends the call.
How to script questions
Write the questions. We recommend writing the script for the questions in the format shown below. The table also defines the call flow.
The question should be designed with the outcome in mind. For example
- How easy was the interaction with the agent. ( Question Q1)
- Was the customer satisfied at the end of the call. ( Question Q2 )
- Does the customer understand what happens next. ( Report on Q3)
- How can we improve. ( act on transcription of recordings / or playback with reports including a report on 302 )
Prompt Script Next Prompt/Action P1 Thanks for agreeing to spend a few minutes undertaking this survey. We’d appreciate your feedback on our services. P2 P2 Please use the keypad on your phone to enter your rating on a scale of 1 to 4, followed by the hash key. Q1 Q1 How easy was your interaction with us? 1 means dissatisfied and 4 means satisfied Q2 Q2 How would you rate our competency in understanding your needs? 1 means ‘we did not understand at all’ and 4 means highly competent? Q3 Q3 How satisfied are you at the end of this call. 1 means dissatisfied and 4 means satisfied P3 P3 (optional) Thank you for completing this survey, if you would like to leave further feedback or you would like us to call you back press 1 or you may hang up now. End P3 (optional) And lastly, at the tone, please make any comments or suggestions as to how we may improve our service to you? When you have finished recording, press the hash key, or press hash now to skip recording. EndNote: You can also pre-defined questionnaire from our templates
Record the scripts. You can record the voice files in PCM .wav format or MP3 format. You can record the scripts you created in the previous steps using your preferred voice talent or we will get it recorded fro you.
Send us the voice files and your post call survey will be ready for you within 3 days.
How to add agents
Login to Post Call Survey Admin Application here
Go to Agents page and add agents details. It is important that the agent telephone number should the Caller Identification (CLID) of agents extension.Note: If you are not sure of the CLID for an agent, the easiest way to find the CLID is to make a call from agents phone to a mobile phone and check the caller ID appearing on the mobile. The caller ID in the Agents form should be complete telephone number including the country code. E.g 61244488899. In this case 61 is country code, 2 is area code and 44488899 is the telephone number.
How to get CLID
If you are not sure of the CLID for an agent, the easiest way to find the CLID is to make a call from agents phone to a mobile phone and check the caller ID appearing on the mobile. The caller ID in the Agents form should be complete telephone number including the country code. E.g 61244488899. In this case 61 is country code, 2 is area code and 44488899 is the telephone number.
How to export data.
To export the data, click on
Export to CSV button after you login. You can also export data in XLSX, PDF and Word formats.
How to find my telephone number
Post Call Surveys which uses manual transfer method by agent, you will need a transferable DID number. To find the telephone numbers, go to Settings page and you will see the assigned telephone numbers.
How to send a survey request by email after call
Go to settings page and get the URL.
Send this URL by email to the caller from your preferred email program or CRM systems.
When the email recipient clicks on the link, a survey web page with questions will be provided.