The Customer Service Quality Survey functionality provides your company with a powerful tool for improving customer service.
Your customers will be able to:
Provide feedback: Easily share their opinions about the operators' work, which helps identify strengths and weaknesses in service.
Improve service: Based on the received ratings, the company can promptly address issues and continuously enhance service quality.
Analyze data: Collected data helps analyze trends, contributing to more effective resource and personnel management.
Increase loyalty: Caring about customers' opinions strengthens trust and boosts loyalty towards the company.
Thus, the Customer Service Quality Survey functionality helps your company systematically gather and analyze important information, ultimately leading to higher customer satisfaction and improved business performance.
The Customer Service Quality Survey functionality is part of the Virtual PBX product. You can find more detailed information about the products here.
How it works
Request for rating: Before and after the phone call, the customer is prompted to rate the operator's service through a tone menu..
Entering the rating: The customer selects a rating (for example, from 1 to 9) using the phone's keypad.
Data collection: The system records the customer's ratings in Ringostat reports for further analysis.
IMPORTANT!
The Customer Service Quality Survey can only be configured for incoming lines (direct calls to business numbers and Callback).
To allow the customer to rate the operator's performance, the manager must be the first to end the call.
The customer is given 15 seconds to choose a rating after the operator ends the call.
Creating and Configuring Profiles
You have the option to create up to 10 profiles, each with unique survey settings. This is particularly useful if you have multiple departments, as it allows each department to have its own survey with a distinctive rating scale or different audio tracks.
Creating a Profile
To create a profile, go to the VirtualPBX section — Customer Service Quality Survey.
Click Add Survey and name the survey profile.
Next, click Edit the created profile.
Profile Name Configuration
If necessary, you can change the name in a previously created profile.
The maximum length for the name is 255 characters.
Only letters, numbers, and the following symbols are allowed: , . ( ) -
Audio Survey Settings for Each Stage
There are three stages for the audio settings:
Audio heard by the client before the conversation (the message the customer hears before the phone conversation begins, informing them that they will be asked to rate the call afterward)
Audio requesting conversation rating (the message that requests the customer to rate the conversation after the operator concludes the call, explaining the rating system)
Audio after rating the conversation (the message the customer hears after providing their rating, expressing gratitude for their feedback and time, or delivering another informational message)
You can use checkboxes to select all the audio stages for the customer to hear or only certain ones.
It is recommended to keep all stages to ensure the customer clearly understands their actions.
If your forwarding scheme already includes a greeting or call recording notification, these audio messages are played first, followed by the survey audio.
If your forwarding scheme includes background music, the customer will first hear the survey greeting (if it activated), followed by the background music.
If the forwarding scheme has audio messages for the operator or category menu, the customer will hear the survey audio, while the manager will hear the corresponding audio message.
If the scheme includes a Call Queue, IVR, or Voicemail, the survey greeting (if it activated) is played first, followed by the notification from the above-mentioned directions.
In this section, you can also choose pre-recorded standard audio messages for each stage.
The audio recordings are available in Ukrainian, English, Polish, and Russian.
Alternatively, you can record your own audio tracks and upload them to the cabinet. To do this, click Choose File and save the settings.
Requirements for files:
Each audio file size should be up to 2MB.
Acceptable audio formats are *.mp3 and *.wav.
A maximum of 10 audio files of each type per project.
Rating Scale Settings
In this section, you can choose your preferred rating scale — either the standard scale (from 1 to 9) or your custom scale.
With a custom scale, you can specify your own rating gradation.
Currently, it's not possible to assign a rating of 0.
Activating the Survey in the Call forwarding
After creating and configuring the survey profile, you need to apply the specific survey to the forwarding scheme. Different surveys can be applied to different schemes based on your business processes.
To do this, navigate to the Virtual PBX section — Call forwarding.
Click on the desired scheme to expand its settings, and then edit it by clicking on the yellow pencil icon next to the scheme's schedule.
In the menu that opens, check the box for Customer Service Quality Survey and select the survey profile you created.
Save the settings and test the survey by making an incoming call to your business number.
Creating a Report for Analysis
Information about your customers' ratings can be found in the reports within the Call Center section — Call Log.
You can edit your existing report by adding parameters that include survey ratings.
Alternatively, you can create a new type of report with the necessary parameters, including those for displaying rating information.
Available parameters for displaying survey rating information:
Survey Name (Taken from your survey profile settings. If the name is not in the report, it means the survey was not launched for the customer)
The survey was launched for the client (Yes or No).
Call Rating (The customer's rating. If the customer did not select a rating, an empty value will be displayed. If a customer selects a rating that is not specified in the settings, the system will still record the selection, even if it is incorrect)
All parameters can be filtered using quick filters. For example, the image shows a filter that displays all calls with a rating below 7.
Just like for other parameters in this section, you can create or edit a separate filter with the necessary conditions in a special interface window. This allows for flexible filter configuration according to your requirements.
Rating information and other data can be exported in three formats: CSV, XLS, and XLSX.
Attention! To export data with the applied filters, you must create the filter in a separate interface window.
Quick filters do not apply when exporting the report.