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Post Call Survey

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:

Features

Use Case

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:

Using the Post Call Survey feature of 8x8 Virtual 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.

Audience

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:

How do I present a survey?

Post Call Survey from 8x8 Virtual 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.

When do I offer a survey?

By programming the IVR script, surveys can be offered to callers while they stay on call, or by calling back at a later time.

What are the survey question types?

The survey questions supported by the Virtual Contact Center IVR are of the following types:

Note: If you need additional assistance for configuring post call surveys, consult 8x8 Professional Services.

How do I build a post call survey?

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:

  1. 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.
  2. Determine if the survey is presented in-call or by calling back.
  3. Determine if the survey is offered by agents or controlled by IVR, or presented independently on a company web page.
  4. Build a PCS script based on the plan.
  5. Configure to present the survey using:
  6. 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.

 


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