Setup research or polling questions AFTER a call is completed
I am trying to find a way to add on a survey (brief- 3-5 questions) to an existing call with the vendor and gain insights immediately on responses. (Example: Patient calls into call center- before hanging up- they opt-into participating in a survey at end of call (3-5 questions) and then that insight is viewable immediately in a format like a dashboard.)
1. Design your survey app
The first step is to use Voicent IVR Studio to design your survey app. If you are using our cloud service, please login to your account and then go to the app portal. Select Setup, Download from the menu. Click IVR Studio to download and install the software.
Then take a look at Sample IVR Phone Survey to get started.
2. Deploy your survey app
Once finished, click the Deploy button to deploy your IVR survey app.
3. Choose the survey app for incoming calls
From your account, choose Setup, PBX, IVR app from the menu, click the Edit button to select the newly deployed survey app for the date the time it should be active. Save it.
4. Call in to test your survey app
Now you are ready to test your survey app. Simply call the incoming phone number of your account. If you are on a trial account, call the shared number listed.
5. Check the report
There are various call report for your survey. The easy one is go the the Campaigns menu, select the survey app. There you should see campaign summary, call details, pie chart, etc. You can also export all the survey data to a CSV file.
6. Set up your phone system to transfer the call to the survey
The easiest way is for the agent to simply transfer the call to the inbound phone number on Voicent. Normally on the desktop phone, or soft phone, there is a call transfer button.
If you would like to automatically transfer the call to the survey, then you need to talk to your current PBX vendor or phone service. It can be done, but it is outside the control of Voicent service.
7. Determine which agent the survey is for
If you need to tell which agent the survey is for, you can change your IVR app. One way is to have the caller enter the agent ID or other identification info. Another way is to have the IVR app to detect where the transfer call is from. If the caller ID is set correctly from the transfer call, then it is possible to have the IVR app to auto detect the agent info. If you need help, please contact our support. We also offer full IVR app development service.