This Product is in the CUSTOMER BETA phase.
Evolve IP’s Post Call Survey is an audio based survey used by contact centers at the end of voice interaction with an agent. It is fully integrated with Evolve IP’s HPBX Call Center solution, via AMP (formerly CASA) framework, and provides Evolve IP customers with an automated process to receive immediate customer feedback about the call center experience. Post Call Surveys will be delivered to customers in a custom script environment or with pre-recorded messaging that will be provisioned against a customer account. PCS has an excellent return on investment from savings that occur by automation, quality assurance, and customer and employee satisfaction.
NOTE: PCS/ECS Integration will begin early 2019 and until then is a MANUAL TRANSFER from the Agent to the survey.
Objectives
The goal with PCS is to develop a solution for Contact Center clients that:
- Provides customer-specific configurations that allows the solution to meet the customer’s unique needs.
- Scales easily for each customer as the product grows in popularity & use.
- Integrates seamlessly with both legacy Broadworks Call Centers and Evolve Contact Suite.
- Provides detail and summary/trend reporting about the caller behavior, the agent who handled the interaction with the caller (what is their performance relative to peers or a KPI goal, trends), and the actual responses provided by callers to every question
- Compliments Evolve IP’s existing Evolve Contact Center product, where we are competing against other Contact Center solutions that natively provide post call surveys to their customers.
- Provides automation capabilities for all Evolve IP HPBX and Call Center customers, minimizing contact center customer costs for outbound campaigns, and increasing the “Customer Experience” by providing an additional method to communicate with customers with immediate feedback, post call
Benefits
For the Caller:
- Provide immediate feedback based upon the last interaction with an organization
For the Customer:
- Measure Customer Satisfaction
- Reduce agent turnover/attrition
- Track trends in customer loyalty across products, agents, customer type, and time
- Deliver valuable customer feedback for call center improvement
- Provide improved agent feedback based on objective data
- Increase upsell opportunities
- Improved Customer Satisfaction
- Develop new training and processes from survey results
- Quick ROI Post Call Survey Features
- Portal access available for reporting and quality assurance
- Surveys can be agent specific or anonymous
Features
- Automated system with user defined parameters
- Surveys occur at the end of the initial call and are agent anonymous
- Customizable reporting by enterprises, group or agent
- Built-in survey definitions allow T/F, Y/N, multiple choice, or digit entry type questions
- Handles DTMF
- Used in single or multiple contact centers
Targets
All contact center prospects and current contact center clients are targets for this advanced feature functionality. Advanced contact centers may already have this feature implemented as an overlay with their current contact center solution. Prospects without this feature in place will need help determining the ROI for this feature to recognize cost savings in both hard and soft costs, along with improved end-user customer satisfaction and loyalty.
Business Rules
A few business rules ensure that the application is positioned properly and aligned within the full UC suite of applications by Evolve IP.
- Customers must have a Premium Call Center or Evolve Contact Suite license
- Customers must have a separate group created for AMP functionality
Product Pricing
- Post Call Survey can be applied to any contact center client.
- PCS will be offered in bundles of 250 surveys each.
- Surveys can be shared across multiple queues/business processes in the enterprise.
- PCS is eligible for volume discounts (NRR)
- When the client satisfies their monthly survey totals, callers will no longer be offered the survey and sent directly into queue.
What constitutes a completed survey?
This question will come up regularly, since everyone counts surveys differently. We consider a “completed survey” as one where at least one question has been answered.
Please consult with your Solutions Engineer when gathering survey requirements and pricing. Based on the complexity of the survey, the MRR/NRR are subject to change.
Product Resources
Confluence Page
Customer / Prospect email template
PCS Call Flow Example
Frequently Asked Questions
Q: If an agent is speaking with a customer, who opted into PCS, and needs to transfer the call over to another agent, will the customer still be presented with their survey?
A: Yes. PCS will continue to bridge the call and offer the survey at the end of the interaction. Clients should remind ALL users that they will need to instruct the customer to remain on the line if they opted into a survey.
Q: Can you reserve surveys to a specific queue/business process?
A: Yes. Just as with Queue Callback, clients will be able to reserve a portion of their monthly survey total, to ensure a minimum number of surveys are offered to that queue/business process.
Q: A client is looking to have their agents manually transfer their customers to take a Post Call Survey. Is this an option?
A: Manual transfers into PCS is available, but not a best practice for EIP. Allowing agents to determine which customers are presented with a survey can result in skewed survey data, in that agents may only offer surveys to customers who had a positive interaction or first call resolution. Removing the agent from the decision making, forces them to handle each interaction the same way, since they do not know whether the customer opted in or out of a survey ahead of time.
Q: How do I determine the number of survey bundles a client should be purchasing?
A: The average Post Call IVR Survey response rate is between 20-30%. If the client is offering a survey to every customer, divide their monthly call volume by four and select the closest bundle total to that number.
Q: Can a client provide their own custom PCS .wav files that will be presented to their customer?
A: Yes. By default, PCS generates .wav files for all media prompts during the initial setup. Those files can be replaced by custom prompts, provided by the client. NOTE: All prompts will need to be replaced, to avoid inconsistencies throughout the survey)
Q: What happens when I run out of surveys for the month?
A: When the monthly surveys are taken for the month, calls will simply flow into the queue without PCS being offered. We will not be using an overage model for this product.
During the Customer BETA and Controlled Release phases, Jason Jefferies is the primary PCS lead for questions, decisions and implementations. Liz Fox and Mike Hamilton will serve as backups. During the time frame while OSSmosis is being developed, customers being accepted into the BETA phase need to have services manually built in Broadsoft/ECS and AMP, along with understanding design and conceptual downfalls for setting up the post call surveys properly to route with existing contact center design.