To configure a survey, build a post call survey IVR script, then invoke the survey automatically (via an inbound IVR script), or manually (by dialing a channel assigned with the script). In an IVR-controlled survey, the IVR script prompts callers for a survey and offers the survey at the end of the call or by calling back later. Agents cannot interfere with the process. They can be informed if a caller is offered a survey. For a better understanding, we build the script based on the use case for the Acme Health clinic illustrated below, and discuss all the steps involved in building and enabling the survey.
In an IVR-controlled survey, you must first build the survey script, and then invoke the survey script from another IVR script. When customers call into the channel, they can be offered to take a survey explicitly by seeking the caller's permission, or offered implicitly. If they agree to take the survey, they are offered the survey at the end of the call or are called back later.
Configuring an IVR-controlled survey requires you to follow the steps below:
In the Properties tab, enter the following information:
|This Script is for Post Call Survey||Select this check box to enable the script for Post Call Survey.|
|Script Name||Enter a name for the script.|
|Category||Enter the script category.|
|Copy Script from||Select this option if you have already defined a PCS script you wish to use.|
|Comment||Enter any comments about the script.|
Follow the steps below to build the survey script:
Best Practices: We recommend you to follow these best practices when building a survey:
- In a Question node, select the most appropriate Question Title and do not change it after deploying the survey.
- In a question of Scale type, select the most appropriate numerical range and do not change it after deploying the survey.
|To Do||Action IVR Object||Parameters|
|Announce Welcome message.
"Thank you for taking time to answer our brief survey. We will present four brief questions to learn about your satisfaction and gather any concerns you may have."
|On the Main IVR object, Add a Say object. You can also use the Play object.||
|Add Question 1.
"How satisfied are you with the overall experience of your call today? On a scale of 1 to 10, press 1 for least satisfied and 10 for extremely satisfied."
|Add a Question object||
Add Question 2.
"How do you rate the quality of service provided by our patient care representative? Press 1 for least satisfied and 9 for extremely satisfied."
|Add a Question object||Select a question type from the available choices. For this example, we select a question of the Scale type. Add the desired values for the parameters.|
|Add Question 3.
"Will you recommend our Pediatric Advice service to your friend or family? Please select 1 for Yes or 0 for No."
|Add a Question object||
|Add Question 4.
"Leave us a voice comment to share any feedback you may have."
|Add a Voice Comment object||
|Save the script.||Click Save|
You have now completed building your post call survey script. In the next step, you need to invoke the survey.
For an IVR-controlled survey, you need to select the main inbound IVR script to invoke the post call survey script. The main inbound IVR script prompts callers if they are interested in taking the survey, and offers them the survey at the end of the call or call back later.
Under Main Menu, select the node that directs callers to a department. In this example, select node 1 that directs callers to Pediatrics. Add the survey prompt using Say object before callers are directed to the queue.
For example, "To help us serve you better, we would like to present a survey at the end of your call. Press 1 if you wish to take the survey or press any other digit if you wish to opt out of the survey."
Capture the response to the survey prompt using Get Digit.
Add the required parameters and click OK.
The configuration of the IVR-controlled survey is now complete.
Note: In the IVR script that invokes a post call survey, do not introduce a Hang up object after a Say object. This results in inaccurate survey summary.
After building the post call script, you must validate the call flow for the customer.
In an IVR-controlled survey, you can program the IVR script to inform agents if a caller is being offered a survey.
Agents can see if the caller is offered a survey under Phone > Transaction. This is read-only information for agents.
In an agent-assisted survey, agents offer the survey at the end of a call by transferring the call to a queue or channel that is dedicated to the survey.
Offering a survey via transfer to a queue requires you to:
Offering a survey via transfer to a channel requires you to:
To configure a stand-alone survey, assign a phone channel to the post call survey script. Publish this channel phone number on your company web page, inviting customers to take the survey. When customers dial this phone number, the system invokes the survey directing them to the survey.
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