AutoSurvey IVR

[zoinks]

We are thinking of creating our own Survey IVR. Similar to Teknekrons AutoSurvey offering.

As a user, what would be your top 10 requirements for an in house Survey IVR?

I am curious to know whether others are using Survey IVRs and what unique or interesting solutions you've implemented.

Cheers

[Kepe]

IVR surveys are great and easy to implement. We use than to get respons from callers. 20 % get a question if they like to participate. Before connected to a live agent they are reminded to stay on the line after the agent disconnect. The CTI-system automatically connect the caller back to the survey IVR application after the conversation with tha agent. Some data is also passed along with the call, (Agent namn, ANI, queue time, talk time...). The caller anwers 3-4 questions (problem solved?, happy with servicetime?, Agent competence..,). Rating 1-9 on each question.

After each question the database is updated and result can be accessed over a web report. Per agent report, per queue report.

The only problem is that it's natural to hang up after you talked to the agent and many callers hang up before connected back to the IVR. To make this less of a problem we let the agent know in the softphone is a caller accepted a survey or not, agent is instructed to advise caller to stay on the line.

Another way is to send out a letter and ask the caller to dial in to the IVR survey appl but then you need to associate the call data to get the same info (time in queue, agent namn, queue etc).

[Kepe]

Some things you like to see: (there are more you like if you thing about it some more...)

1) You would like a web GUI for admin & Reporting
2) You would like to be able to easy change questions
3) You would like to have have statistics that give trends
4) You like to log each call and be able to look at individual agents resuts
5) You want to be able to optionally use a call back mode (let callers hang up after the conversation with the CSR, and the system call them up).
6) You need the system integrated with the CTI solution to be able to send attached data from the call. (AHT, Agent ID, etc.) This is info you like to have in the reports.
7) You want to be able to set the percent rate of calls offered the survey, and use opt in message