We are starting to measure 'net promoter score' in our business, as such we need to implement a post call survey for inbound and outbound interactions.
For inbound, I'd like a message played upfront before the call queues to an agent saying:
"We value your feedback, if you'd like to leave feedback, please wait on the line at the end of your call".
If the customer waits, a post call survey message is played where the customer is asked to press a number to rate the call.
For outbound, we want to apply the same concept however the agent will say "please wait on the line to answer our survey" rather than an initial recorded message.
Is this possible? If so, is this complex or can this call flow be easily created?
For inbound, simply play the message prior to sending the call to queue. For outbound, I believe you will need to use an agentless campaign. You would play the message in the outbound flow then transfer to an ACD queue for routing to an agent. This comes with obvious limitations since you aren't using the features of power/predictive dialing anymore.
Hi Tim,
I think the difficulty in both cases is keeping the customer on the line to connect to the survey.
Is there anyway to automatically transfer a call to the IVR at the end of the call without the agent manually transferring the call.
Ie Can we set a notification and when the agent disconnects, add to a participant to connect to the IVR.
I think the issue here is that the conversations API is in the user context so there would be no way of doing this with a central application. Do you think this would be achievable?
Thanks.