Do customer survey immediately after operator/agent call finishes

[SupportTeam]

Marcos wrote:

 

We've recently seen an IVR technology that allows, immediately after a call-centre operator has finished talking with a customer, to capture the call and use it to make an automatic online survey to the customer before he/she hangs up. We are looking for this technology.

 

Can you tell us if your systems are capable of performing this task.

[SupportTeam]

Yes, you can use VoiceGuide to setup such a post-call survey system

 

One approach is for the calls to be routed through the VoiceGuide system and then connected to the operator. VoiceGuide just waits while the caller and operator are speaking to each other, and then as soon as operator hangs up or presses a particular DTMF VoiceGuide can take the caller through the series of survey questions.

 

The VoiceGuide script would just consist of an initial "Dial and Conference" (ie. 'Tromboned Transfer') which connects the call to operator, and then VoiceGuide would wait for operator to end their call, after which VoiceGuide the continues with the script.

 

You will need to use T1/E1 connections into and out of the VoiceGuide system to allow reliable and instant notification of end of call, especially from the operator side.

 

If you have any more questions please post them here.

 

We can setup the entire system remotely for you as well. Please contact sales@voiceguide.com with your requirements (system size etc) and we can provide a quite on deploying a ready to use system for you.

 

 

Another approach would be to setup the PBX to not disconnect the caller side of call when operator hangs up, but to route the call to the IVR. Not all PBXs can do this.

[Marcos Bertoldi]

To build an IVR solution, do you offer any kind of support? Specially regarding the hardware needs, pbx integration, etc.

 

Have you got any technitian partner in Argentina who could help build this things?

 

Thanks

[SupportTeam]

Free support is provided through this support forum. You may ask any VoiceGuide related questions here and advice/direction on issues like PBX integration is also be provided.

 

Paid Support plans can which include direct telephone contact and remote setup/configuration/monitoring are also available. Please contact sales@voiceguide.com for details.

 

Services to create the scripts and create any custom PBX integrations are also available. Again please contact sales@voiceguide.com with your details and requirements.

Systems can be setup remotely once access to the server via VNC or logmein.com is provided.