This is a discussion that has come up many times before in the forums. The challenge is how to easily and consistently get the caller to the survey. As
@Rashid Raza mentioned, you can require the agent to manually transfer the call, but if I just had a less than favorable conversation with a customer, I'm not going to be highly motivated to send them to a survey that scores how well I handled the call. Alternatively, as
@Frederick Marcoux mentioned, you could set up a system where you call the customer back. Unfortunately, there is no way to intercept a disconnect of the call and automatically transfer the caller to a survey.
I encourage you to take a look at our
3CX Survey Creator tool. Our tool can either provide a web page that the agent can use to easily transfer a caller to any of your created surveys. Or, we can ask the caller to opt-in for a post-call survey, verify their call-back number before sending them to a queue, then automatically call the customer back as soon as the call is completed.
On a related subject, you can also have your internal QA department monitor recordings and score how the agent handled the call using our
3CX Recording Manager tool. With this tool, you can set up a list of criteria the agent is evaluated against and give them individual scores -- for example, was the agent courteous, were they knowledgeable, did they follow company policy by notifying the caller that their call was being recorded, etc. You can also add notes to each recording and have these notes (optionally) automatically emailed to the agent for their review.
There are two sides to this coin of evaluating an agent: (1) how did the customer feel about the interaction, and (2) how can we help the agent improve by providing additional guidance, instruction, etc. These two tools can help with both.
