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  • Customer Survey

    We would like to develop a customer survey in the ECC. Theory is, customer hears greeting when entering the queue, "please take a survey after the call." Reps would ask at the end of the call if customer would like to take survey. If yes, rep transfers to ECC app that collects CP values. At the end, cp values are inserted into database with an sqlexecute action that contains an insert statement.

    Has anyone done such a rollout? Any words of wisdom to offer?


  • #2

    You should be able to do this pretty easily.
    Just my opinion, you can tell the customer before he gets to the agent something like "If you want to answer a survey press one, otherwise press 2 o r stay on the line". The agent will get the answer and then won't have to ask the customer. The agent will just say, please wait while I transfer you to take the survey.

    You will need enough IVR ports to do this but it should be easily done.