VOC (Voice of the Customer) in a symposium script 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?

 

[Utreg]

There is no option to transfer automatically to the number of the VOC after the agent answers a call.

The transfer has to be initiated by the agent.
This probably will work if the agent had a good conversation but doubt an agent will do the transfer after a bad call.

 

[pierreschwartz]

Thanks for replying...i did guess is was like that ;-(
just had an idea/hope that there was a symposium command in the script that would allowed the customer not to be hung up after "call end" by the agent.

I do have an MPS500 IVR system, but it's out of my knowledgde to program such, so i proberly have to rise a project case for this.

Know its possible (somehow) since many companies have the option that you can participeate in a survey after the call by pressing 1 before the agent call.

 

[mte0910]

For what you are after, something would have to have control of the call even while it was being handled by the agent. I can see no way in a Nortel/CCMS environment you will be able to do this. The agent would HAVE to send the call somewhere once they are done, else when the agent hits Goodbye, the switch is going to terminate the call.

We did something like this once where we had the agents ask the customer if they were willing to participate in a survey, then transfer the caller at the end of the conversation. We did not tell the agents they were being evaluated, rather we told them the company was the target of the survey. Between CBC and/or Quality Call Recording it's not hard to prove if someone isn't giving the customer the option, or isn't making the transfer.

From there, I just built a small script with HDX that asked the customer a series of YES/NO questions about their experience. We've also done this with voice forms in the CP.