Let’s look at the following scenario that may come into play in a call center:
- You want to track data about how the customers feel they were handled by your agents
- Customers call into your center in order to talk to a CSR
- At the conclusion of the call, you want the customer to be transferred to a post-call survey where they will answer questions regarding their experience
I can see two glaring issues here:
- The agent forgets to transfer the customer
- The agent has just dealt with an irate customer, fears that the customer will leave horrible feedback, and simply does not perform the transfer
These two outcomes can be completely avoided by using the Q-Suite’s feature to assign a transfer DID to custom dispositions. The DID, which will typically be an internal number, will already be configured to route to a dialplan that houses the post-call survey. With this level of automation, poor or negligent agent behavior can be bypassed with 100% certainty. The center administrator simply creates custom dispositions and sets the transfer DID as desired. These dispositions are then assigned to the relevant campaigns. As the transfer is blind, the operation is transparent to the agent and behaves the same way as any other standard disposition.
Capturing post-call data regarding the interactions between your agents and customers can be invaluable to your operation. The data can serve as a reference as to how your staff is performing, can be leveraged to develop training and QA, and can shed some insight as to how pleased your customers are after talking to agents.