Customer Phone Survey

Standard Features

Survey Design

	You can have have as many, or as few, questions as required.
	Mix keypress and recording responses in any order.
	Have recorded responses appear anywhere in the survey, and also multiple recorded responses within one survey.
	Branched survey structure: certain responses to certain questions will take the caller different routes through the survey.

Access And Agent Input

The service can be set up to be called direct by the caller, so no input from the transferring agent is needed (SMS competition claim lines for example).

Alternatively, Customer Survey can be configured to be accessed by agent transfer to the service.

Optional Agent Input reference and logging the survey against a particular originating agent.

Optional Validation:

	A maximum of two additional validation items can be specified. For example, if the survey applies to a particular reference internal to your company this can be entered and validated against data stored on our system. These will then be logged within the survey results.
	The extra validation data (if required) is FTPed to us, and will be picked up by the auto import process. The format of the .csv file needs to be formatted in a standard way. An example standard validation .csv file can be provided.

Optional Prompts

	Optional transfer advice prompt: "Please now transfer the caller to the survey..." for example.
	Optional survey intro prompt: "Thanks for agreeing to take part in this survey... please answer the following questions with your telephone keypad...".
	Optional outro file: "Thanks for taking the time to complete this survey, you may now hang up...".

Result Transmission

	The results are sent to specified email addresses at the end of each survey. The answers to the keypress questions appear in the body of the email, and any recorded responses are attached to the email.
	The survey results can be FTPed as a .csv file and are provided in a standard format. The FTP can be specified to be sent at a given time on a given day on a regular basis. Any associated recorded responses will be sent as the surveys are taken. An example .csv file of survey results can be provided.

Reporting

The reports that will be included as standard for this product are:

	Call by call for all survey results.
	Call by call specific to individual Agent ID.
	Aggregated responses to each question over all surveys.
	Aggregated responses to each question, specific to individual Agent ID.
	Non-completed survey data (service takes the call, but the survey is not completed).

If you need additional features or reports please discuss with our Sales Team on 0333 332 0000.