Survey

Survey Application

Once the caller is greeted by the IVR system, InfinityCTI’s IVR application prompts the caller though the short series of questions regarding the quality of service or support they had received; questions like, “How knowledgeable was the Staff? Were all your needs met to your satisfaction?” The caller can also be allowed to leave a verbal comment if they wish, which can be reviewed through our reporting system. At the conclusion of the survey, the system logs the data to the database which can then be reviewed by authorized personnel via the web. We can also generate e-mail alerts to call center supervisors notifying them of unusually low/high ratings.

Type of Questions / Features

• Yes/No Questions
• Ranking Questions with flexible options for defining the rank.
• Disqualify caller based on particular answers given
• Multiple choice questions
• Record voice response answers
• Email alerts when a question or questions reach a certain threshold and a supervisor needs to be alerted

Web Based Administration

A web based administration tool allows a survey administrator to create/modify surveys and survey data. This easy to use tool gives the administrator the option of skipping questions, disqualifying the caller, going to other questions based on a caller’s response, and/or recording a response from a caller based on a callers response. This gives you the flexibility to design the survey your way. Multiple Survey’s can be administered at the same time are only limited by the number of ports on your Experience Portal.