Voice of the Customer

This section describes how to create and use Voice of the Customer surveys in Quality Management. Voice of the Customer surveys enable managers and supervisors to capture the voice of the customer and to measure staff performance.

Quality Management offers the option to create configurable Post-Call Surveys. With this feature enabled, customers are offered to complete an IVR survey after the agent hangs up using their dial pads. Survey results are then visible as an agent review within Quality Management. Surveys may also contain the option to provide a voice comment at the end. In this case the voice file is recorded and made available for playback in Quality Management.

The functionality is only available if the Voice of the Customer license is installed.
Administrators must configure several settings based on your actual installation before you can start using Customer Surveys. Refer to the Configuring Quality Management page.

For detailed instructions on how to deploy the feature, please refer to the relevant guide:

“Net Promoter, NPS, and the NPS-related emoticons are registered U.S. trademarks, and Net Promoter Score and Net Promoter System are service marks, of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld.”