Recently we have been asked to do an After Call Survey and I am having trouble implementing this. I have the survey set up and collecting data, but I am stuck on how to get the customer to this survey. We do not want our Customer Service Representative know that the call they are on is a survey call, so is there a way that after the call has ended that the customer is then transferred to this survey automatically? We currently have a Definity G3si version 11. Any help would be greatly appreciated. Thank you.
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Call Surveys
- Thread starter hokey817
- Start date
Try recording a message that would alert the incoming caller to the possibility of a survey. Tell them if they would like to participate in the survey, all they would have to do is stay on the line after the agent has disconnected from the call.
Put an extension into the VDN "Return Destination" field. This extension will be where any caller would be re-directed after everyone in the call has hungup except the caller. Use the "Return Destination" to transfer the caller to the survey destination. (No agent action required outside of pressing "release".)
The only downside to this method is when you have agents like ours. They don't hang up on callers, they let the callers themselves hangup. It allows a few seconds of downtime before the next call is delivered to them.
If you have an agent who doesn't press "release" regularly, and a caller who wants to participate in the survey, then at the end of the call they'd both end up sitting there listening to each other breathe...
Carpe dialem! (Seize the line!)
Put an extension into the VDN "Return Destination" field. This extension will be where any caller would be re-directed after everyone in the call has hungup except the caller. Use the "Return Destination" to transfer the caller to the survey destination. (No agent action required outside of pressing "release".)
The only downside to this method is when you have agents like ours. They don't hang up on callers, they let the callers themselves hangup. It allows a few seconds of downtime before the next call is delivered to them.
If you have an agent who doesn't press "release" regularly, and a caller who wants to participate in the survey, then at the end of the call they'd both end up sitting there listening to each other breathe...
Carpe dialem! (Seize the line!)
- Thread starter
- #3
When the agent disconnects from the incoming call, it should re-direct immediately to the Return Destination.
If the caller hangs up, well, that's a different story. I know of no way to keep a caller from hanging up.
Try it yourself. Call your incoming number, and have the agent press release. You should re-direct to your Return Destination number.
The incoming caller will always have the option hangup. Unless they WANT to hang on, there's nothing you can do.
Carpe dialem! (Seize the line!)
If the caller hangs up, well, that's a different story. I know of no way to keep a caller from hanging up.
Try it yourself. Call your incoming number, and have the agent press release. You should re-direct to your Return Destination number.
The incoming caller will always have the option hangup. Unless they WANT to hang on, there's nothing you can do.
Carpe dialem! (Seize the line!)
- Thread starter
- #5
- Status
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