How to let the caller to call center Evaluate the agent from 1 to 5

[KhaledQuenawy]

i have call center so how to make the caller evaluate the agent which serve him from 1 to 5 ... 1 mean he is satisfy and 5 mean he is angry from the agent ... then take this evaluation per agent

 

[cobaltit]

Call flow

 

[leejor]

Calling into many, many queues over the years, I have never had an option such as that offered, although, a few times I wish there had been. One issue that you will have, is that unless you let users know, to stay on the line after the call, to evaluate the agent, people will just hang up when they consider the call done.

Think about it...that handset is heading for the cradle as you are saying the word goodbye, and the longer the call, the faster you are to hang up. Even with a notification , many people will simply forget that the option is going to be presented after the call, or just ignore it, if they got what they called in for..

 

[jed]

@KhaledQuenawy
Du you have inbound or outbound calls?
If Inbound, we have a solution that we use on our customers.
It works as, the inbound caller are asked if they will attend a survey, after the call finis, the system will call the customer, asking for the 4 questions, that are answerd from 1 to 5. We show the last 20, and we summarice the results.
The manager can change a score after listened to the call.

It looks like the below, and you can see more at jedware.dk

 

[leejor]

I'd be curious as to what percentage of callers can actually be bothered to complete the survey, and what percentage of the ones that did, had a bad experience.

 

[KhaledQuenawy]

@KhaledQuenawy
Du you have inbound or outbound calls?
If Inbound, we have a solution that we use on our customers.
It works as, the inbound caller are asked if they will attend a survey, after the call finis, the system will call the customer, asking for the 4 questions, that are answerd from 1 to 5. We show the last 20, and we summarice the results.
The manager can change a score after listened to the call.

It looks like the below, and you can see more at jedware.dk

View attachment 11959

View attachment 11960

How you make this is this option exist in 3CX .. or it is 3rd part software ???

 

[AWS2P]

This is not part of 3CX , surely third part software or JED DEV

 

[jed]

@leejor, I think it depends on Country, in our country Denmark, almost no-one wants to participate in souch a survey. In UK / IE more people wants to participate. In the score above 79% dont want to attend, 21% accept to join the survey, but only 3% go through and give the answers asked. The rest hang up, or does not answer the phone, when we call back.

@KhaledQuenawy, our programmer has mainly been using the CFD for this project, and some programming of a DB and WEB Site to show / change the results

@aws2p, yep it is our own develepment.

 

[KhaledQuenawy]

@leejor, I think it depends on Country, in our country Denmark, almost no-one wants to participate in souch a survey. In UK / IE more people wants to participate. In the score above 79% dont want to attend, 21% accept to join the survey, but only 3% go through and give the answers asked. The rest hang up, or does not answer the phone, when we call back.

@KhaledQuenawy, our programmer has mainly been using the CFD for this project, and some programming of a DB and WEB Site to show / change the results

@aws2p, yep it is our own develepment.

Ok thanks alot

 

[JohnS_3CX]

People who view this thread in the future may be interested in the following update:

https://www.3cx.com/blog/releases/call-flow-designer-survey/