CSI

CSI

Postby alex » Fri Feb 13, 2015 8:55 am

Hi,

Do xCALLY support IVR CSAT (Customer Satisfaction Survey), so that the customer can participate on this CSAT at the end of the call (after the agent hangups the call)?
alex
 
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Re: CSI

Postby Shuttle Team » Fri Feb 13, 2015 9:24 am

Yes, we support such feature!
You can automatically forward the customer to a Survey (another IVR) as soon as the agent hangups the call.
It is an option of the standard Cally Square IVR QUEUE application… And you can design as many survey IVR as you need.

See please attached examples (CSI-Routing and CSI-Survey)

Important: use the option c inside your IVR QUEUE application (Queue1, Queue2 and Queue3 box in the attached screenshot example): it will allow the customer call to continue after the agent hangups, so to be able to listen to the next subproject (the survey)
Attachments
optionc.png
Queue option c
optionc.png (258.29 KiB) Viewed 7651 times
CSI-Survey.png
CSI Survey
CSI-Survey.png (260.5 KiB) Viewed 7870 times
CSI-Routing.png
CSI routing example
CSI-Routing.png (245.56 KiB) Viewed 7870 times
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Shuttle Team
 
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Re: CSI

Postby Shuttle Team » Tue Jul 28, 2015 11:23 am

IMPORTANT: also remember to NOT USE the xcally data base for your survey logs.
If you need to store any other piece of information (i.e. survey results, orders etc...) CREATE YOUR OWN MYSQL DATA BASE!

Every tables you add inside the xcally DB will be removed each time you update xCALLY!
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