Avoid agent intervention in voice surveys
Protect the usefulness of survey data by ensuring that diverse experiences are captured.
It is important to be sure that survey response data accurately reflects the customer experience. If agents intervene in the survey in any way, the data can become unreliable. This best-practice guide presents strategies for limiting agent intervention in voice surveys.
Automatic transfers
Depending on what contact center platform you use, you should ensure that agents have the ability to perform an automatic transfer to the survey without intervention. This depends on how the platform is being accessed, which in most cases is via a desktop app or web browser.
The following table lists a variety of platforms and their support for automatic transfers:
| Platform | Automatic Transfer |
|---|---|
| Cisco (UCCE, UCCX, PCCE) | Yes |
| Five 9 | Yes |
| Talkdesk | Yes |
| Nice CXOne |
|
| Amazon Connect | Yes |
| Avaya Aura | Yes |
| Genesys Engage | Yes |
| Genesys Cloud | Yes, as long as you are using Genesys in the browser or the Embeddable Framework. |
| Twilio | Yes |
Reviews and incentives
We recommend regularly reviewing survey data and correlating the data with call performance to see if agents are only sending surveys to callers who had a positive experience. If this is occurring, take steps to address the issue through training or incentives.
An incentive program for agents who send surveys to a diverse group of callers can encourage agents to send surveys to callers who have both positive and negative experiences.
