Post Call Survey overview
A Post Call Survey is a questionnaire presented to the caller at the end of a call, typically to collect feedback about the quality of service offered by the company. Companies use a survey to gather feedback from customers, and analyze the collected data to help improve their services. You can get feedback on the overall product quality or service quality, get to know the customer satisfaction, and take corrective actions. Here are a few typical survey questions:
- Customer Satisfaction: "How satisfied are you with the overall experience of our service?"
- Agent Performance: "How do you rate the service quality of the agent who served you on the call?"
- First Call Resolution: "Was the issue resolved at first call or did you call more than once?"
- Net Promoter Score: "Would you recommend our service to your family or friends?"
- Offers a questionnaire to the caller at the end of a call to collect feedback about the quality of service.
- Provides IVR-controlled surveys which are defined by an IVR script. The behavior and questions in IVR-controlled surveys are not controlled by agents.
- Provides agent-assisted surveys which are offered by agents via transferring a call to an inbound phone queue or a dedicated Post Call Survey channel.
- Provides stand-alone/Independent surveys which are taken by customers voluntarily and is directed to the survey from a web page.
- Offers surveys to callers while they are on a call, at the end of the call, or call back at a later time.
- Presents survey questions as scale, yes/no, and voice comment questions.
The Acme Health clinic experiences a high call volume in their Pediatric department during flu season. Callers are typically parents or caregivers seeking quick advice on non-emergency healthcare needs for their children. The clinic dedicates/assigns advice nurses to address these callers and offer quick assistance. To ensure good service quality, Acme Health wants to gather feedback from these callers about:
- The overall experience of the call.
- The service quality of the patient care representative.
- The length of waiting to reach an advice nurse.
Using the Post Call Survey feature of 8x8 8x8 Contact Center, the Acme Health clinic can now craft a survey, present it to the parents at the end of their call, or call back later to gather the feedback. The survey data helps ensure the best possible care service.
This document is intended to provide guidelines to contact center administrators, supervisors, and agents on how to design, configure, and manage a Post Call Survey as follows:
- Administrators: How do I build a Post Call Survey? How do I configure IVRs to present a survey?
- Supervisors and Managers: How do I access the survey results?
- Agents: How do I know if a caller is presented with the survey? How do I present a survey to a caller?
Post Call Survey from 8x8 8x8 Contact Center can be offered by agents at the end of a call, controlled automatically by IVR, or offered independently via your company web page.
- IVR-Controlled Survey: An IVR script defines when and how to offer the survey to callers. Agents do not control the behavior or questions presented by the survey.
- Agent-Assisted Survey: Agents offer the survey to callers by transferring a call to:
- An inbound phone queue that automatically dials or transfers incoming calls to a phone channel.
- A channel dedicated to post call surveys.
- Stand-Alone/Independent Survey: This is true when a customer decides to take the survey voluntarily, and is directed to the survey from a web page. For example, List a dial-able phone number on a web page for callers interested in taking the survey. They can dial the number to be directed to the survey. This channel number must be linked to the PCS script.
By programming the IVR script, surveys can be offered to callers while they stay on call, or by calling back at a later time.
- In call (while a caller is on call, request them to continue to stay on call to be directed to a PCS survey)
- In call with callback (if the caller dropped the call, call back to offer the survey)
- Callback only (always call back to offer the survey)
The survey questions supported by the 8x8 Contact Center IVR are of the following types:
- Scale: Allows callers to respond to questions with a numerical input ("How do you rate the quality of service you received today on a scale of 1 to 9?"). Use the question node and select a question of the Scale type, set the question prompt, specify a valid numerical range, and define the number of tries for invalid and empty input.
- Yes/No: Use this question type to prompt for an answer of the Yes/No type ("Would you recommend our service to your friends? Press 0 for Yes, 1 for No."). You must select a digit for either answer, and define the behavior for an invalid or empty input.
- Voice Comment: Allows callers to leave a voice comment ("We would like to hear your feedback. Please leave your comments."). You can set up the maximum recording time and the prompt to start recording. Recording time range is 10-900 seconds.
Note: If you need additional assistance for configuring post call surveys, consult 8x8 Professional Services.
Based on the expected outcome, building a Post Call Survey for your company requires careful planning of the survey questions, and determining when and how to present the survey. Here is the recommended workflow for implementing Post Call Survey:
- Prepare a survey plan that discusses the details of the survey; determine the number of questions, the question type, and the questions. For your guidance, we have put together guidelines to assist you with this process.
- Determine if the survey is presented in-call or by calling back.
- Determine if the survey is offered by agents or controlled by IVR, or presented independently on a company web page.
- Build a PCS script based on the plan.
- Configure to present the survey using:
- IVR-Controlled Survey
- Agent-Assisted Survey
- Stand-Alone Survey
- Test the survey workflow for validation.
Note: When building the survey questions, we recommend selecting the most appropriate Question Title and avoid changing it after deploying your survey.