Overview

A Post-Call Survey is an automated survey used at the end of a call to collect information from the customer about their experience.

Post-Call Surveys can be used for a variety of reasons including:

  • Confirming whether their issue was resolved (first call resolution)

  • The performance of the agent

  • How satisfied they were with their experience


1. Create Post Call Survey Soundfiles

It is recommended to create at least two soundfiles for the Post Call Survey announcements, these will be used to build the Post Call Survey workflow:

  • Explanatory Prompt:

For example, “Using your telephone keypad, please rate your experience with us today between 1 & 10, with 10 being the highest & 1 being the lowest, followed by the hash key.”

Asking the caller to enter the hash key after they have made their entry will move the call on to the next workflow object without having to wait for the input timeout period to expire in the Capture Digits workflow object.

If the survey is capturing results for more than a single question, each question will require a separate soundfile.

  • A thank you message:

For example, “Thank you for participating in this short survey.”

2. Create a Post Call Survey Workflow

  1. Open the Workspace

  2. Select Workflows from the Resources menu

  3. Select Add new Workflow and enter the Workflow Name and Description

  4. Click the Preview icon next to the record you just created:

  5. The Workflow Builder opens. Click the Add New Object icon

  6. The Add or Edit Workflow Object dialog opens. Select the object type from the drop-down selection list. The dialog expands accordingly. For this example, we will be presenting a single question followed by the 'Thank You' message:

  7. Add a Capture Digits workflow object-

    1. The Workflow Data Label should be the name of the first question, for example, ‘Experience’

      1. When you create the NPS report this is the name that will appear under the Workflow Object column

    2. The Input Timeout Period is the amount of time the caller has to make their selection (however as soon as they follow their entry by the hash key the call will move on to the next step in the workflow)

    3. Minimum Digits is the minimum number of digits expected

    4. Maximum Digits is the minimum number of digits expected

      1. If your question asks for digits 1 through 10, the Minimum Digits will be 1 & Maximum Digits will be 2

      2. If your question asks for digits 1 through 5, the Minimum Digits will be 1 & Maximum Digits will be 2

    5. Explanatory Prompt is your question soundfile

    6. Error Message is the message that plays should a caller not enter the number of digits requested – it is not required in Post Call Survey

    7. Maximum Retries is the number of times you wish to allow the caller to attempt to enter digits – no retries are required in a Post Call Survey

    8. Select Save

  8. For surveys with more than one question, repeat Steps 5-7

  9. To add the Post Call Survey Thank You message, click Add New Object and add a Play Sound workflow object and select the Thank You soundfile created earlier. Click Save

  10. Additional workflows objects can be added, such as a Branch on Value to check the value of the digits entered, to add the option to escalate the call to a supervisor, leave a voicemail message, or request a callback. For more information on workflow objects, please refer to the List of Workflow Objects

3. Apply the Post Call Survey to a Campaign

  1. Select Configuration from the Campaigns menu

  2. Select the Campaign and click Edit

  3. From the dropdown, configure the Survey Call Ratio from 10% to 100%. This will define the ratio of calls held in the campaign that will be presented a Post Call Survey

  4. Select the Post Call Survey workflow created in the previous section from the Survey Workflow dropdown

  5. Define the Survey Minimum Call Length from the dropdown and click Update to save the changes


3. Create an NPS Report

  1. Select Live Reports and click Reports from the Administration menu

  2. Select the Create tab and give the report a title

  3. From Data Set select Workflow Activities and the Grouping as None (full details, with result)

  4. Apply the Date Time filter and Workflow Name filter (if required)

  5. Click Create Report and then Put on report page to view in Live Reports