VOC in Symposium after call ends

[pierreschwartz]

Hi
I have programmed a VOC (Voice of the Customer) in a symposium script.
Everything works perfect; it allows the customer to answer rated (1 to 5) questions about our company.
Here is the issue:
I would like the VOC to start automatically after a Call center agent has ended the customer call. This to ensure the agent does not know the customer wants to participate in a survey about the quality of the call.
i can do it by letting the agent forward the call to a certain number, but how to do i AUTOMATIC, without any agent interference?

 

[Tman45]

Not sure about an automatic process. I was thinking you could just have your agents transfer to a new extension when they are finished with the call instead of hanging up - then you ask the customer on that yes/no if they want to do a survey about the call. On yes you route it to your VOC and on No you disconnect. This way the agent doesn't know if the customer is taking the survey and it seems easy enough for the customer to take it or hang up.

 

[pierreschwartz]

This is excatly what I do want...but when the agent ends the customer call, then the customer is disconnected from the quque (hung up). How to avoid that?

 

[Tman45]

Right I am saying tell your agents to transfer the call to xxxx extension (for your yes/no menu) instead of hanging up the call. Just a process that your agents will need to get used to. There may be another way to do it but I am not a Symposium guru.

Really, your agents won't know which customers do the survey. To your customer it should seem like an agent disconnect that launched the survey menu

 

[pierreschwartz]

Sure it's a way of doing it, tried it, but it seem like some of the expected "bad experiences" do not reach the VOC and at the same time it removes some of the anonymities of the customers VOC. We do follow up upon "bad" calls with evidence from the voice logger, this to improve our agents customer treatment.
Thanks again for replying.

 

[Tman45]

In that case I would get speech analytics instead. I hear Verint and NICE are good but may cost you a half a guy for maintenance.

 

[pierreschwartz]

yes, we do use NICE today...but only for voice logging system not VOC..and they do cost 1/2 a guy in support and maintenance.

 

[Tman45]

Well seems to me that if you already have NICE the best solution would be to get the speech analytics piece. But the problem is using it effectively

Anyway, what I gave you before is about all I can come up with right now. I suppose it would be an okay work-around if your customers will actually stay on for the transfer into that survey menu

We are actually just starting outbound dialing surveys so that should be fun.