End of Call Feedback??

[jpskinner]

I was wondering if it is possible for when a call centre finishes a call, and IVR will be played asking if they would like to leave feedback or not - and if so be presented with questions such as "How good was our service, 1 - 5" then they can press option 5 and an email will be sent out to the manager or some kind of report?


Not sure if this is possible for an CFD? and for the call to automatically transfer to the IVR after a call is disconnected?

 

[Evolute IT]

I was wondering if it is possible for when a call centre finishes a call, and IVR will be played asking if they would like to leave feedback or not - and if so be presented with questions such as "How good was our service, 1 - 5" then they can press option 5 and an email will be sent out to the manager or some kind of report?


Not sure if this is possible for an CFD? and for the call to automatically transfer to the IVR after a call is disconnected?

Check out the CFD "Survey" example.

However, you cannot automate this. The agent will need to transfer the call to the CFD app to allow it to take control.

Otherwise, @VoIPTools has something for this if I remember correctly.

 

[VoIPTools]

Unfortunately, if either party in the call hangs up, the call is dropped. There is no way to intercept the drop and divert the caller to a survey to get feedback. There are only a few options to approximate what you want:

• Have the agent manually transfer the call to the survey (as suggested by @Frederick Marcoux)
• Use our 3CX Survey Creator tool to perform an immediate automatic call-back
• Schedule a call-back performed by a dialer (3CX Power Dialer) and transfer to a survey

The "survey" is just a specialized extension, so if you can think of a way to get the caller to that extension, you can get the feedback.