Post-call survey: how to measure phone service quality

A post-call survey replaces the usual way of checking phone service quality — random listening to recordings. A manager manages to listen to a couple of calls a day, while an unhappy client quietly goes to a competitor. A short survey right after the call reveals the problem the same day, while the client can still be won back.

The “After the call” branch is a continuation of the scheme that runs when the conversation is over but one of the parties is still on the line. In it, you can ask the client a question and take the answer by keypad, or give the manager a menu for notes on the lead.

Watch the two-minute video, and below you'll find step-by-step setup of the survey and the manager's menu.

Why businesses need it

• Clinic and salon: a patient rates the conversation with the receptionist, and with a bad rating the manager gets a message with the client's number and a link to the call recording.
• Service and delivery: the client says right away whether the issue is solved, and unsolved requests are visible in the CRM by the rating field.
• Field managers: after a call from a mobile, they set the “Call back” step with a phone key, without a computer.
• Sales team: a manager sends the client an email or SMS with a link to a commercial proposal with one key.

How the after-call branches work

The branches exist in the “Call employees / create a lead” block when it calls employees. Which one runs depends on who hung up first:

• “After the call, for the client” — if the employee hung up first: the client stays on the line and hears the menu;
• “After the call, for the employee” — if the client hung up first: the employee stays on the line;
• “The client hung up” — if the client didn't wait for an answer: this is where an SMS “We'll call you back” goes.

In the after-call branches, you can place “IVR menu: digits” or “IVR menu: words”, “Play / send a message”, “Lead editing”, “Condition”, “Launch an autofunnel” and other “Employees” blocks. In the “Do not call, only create a lead” mode, these branches don't exist. How the voice menu itself works is covered in the article IVR phone menu.

How to set up a post-call survey for clients

1. 1
   Create a rating field

   In “Set Client card”, add a “Category” block, name it “Call rating” and enter values, for example from “1” to “5”. Details are in the article custom fields in CRM.
2. 2
   Open the scheme

   “Incoming settings” → “Incoming call” → the “Employees” block.
3. 3
   Add a menu

   “+” on the “After the call, for the client” branch → “IVR menu: digits”. In “Message before the menu”, choose “Play a robot text” and type a question, for example: “Rate the call: press 5 if you liked everything, 1 if not”.
4. 4
   Fill in the buttons

   Add a branch for each digit and put “Lead editing” in it → the “Call rating” field → the right value.
5. 5
   Alert the manager

   In the bad-rating branch, after “Lead editing”, add “Play / send a message”: “Notify an employee via Telegram” or SMS → “Send to an employee” → “A list of employees”. With “insert a field”, add “Name”, “Phone” and “Last call recording”.
6. 6
   Save and test

   “Save” → “Settings applied”. Call the company number and take the survey yourself.

How a manager marks the call result by phone keypad

The “After the call, for the employee” branch gives the manager a menu once the client has hung up. It's handy for people who work from a mobile without a computer: the result of the conversation lands in the CRM while the manager still remembers the details. An example of an “IVR menu: digits” for the manager:

• button 1 — call back: “Lead editing” → “Funnel stage” “Call back” with a date in two hours;
• button 2 — send a proposal: “Play / send a message” → an email or SMS to the client with a link to the commercial proposal;
• button 3 — important client: “Launch an autofunnel” that will remind you about the client or connect them with a manager.

The “New lead” and “Payment” steps and rejection steps can't be selected in “Lead editing”. For a refusal, create your own step, for example “Not interested”.

One more button is “need help”. In “Set Client card”, create a “Question not resolved” category field with the “Help needed” value and set it with “Lead editing” in the button's branch. A manager who couldn't resolve the issue presses the digit, and the supervisor finds such leads every day with a filter on this field. And an autofunnel with this field in its “Launch conditions” will connect the client with a senior specialist on its own using the “Connect an employee and the client” block.

What to keep in mind for the survey to work

• The client hears the survey only if the manager ends the conversation first. Agree with the team that the manager hangs up — after the phrase “Please rate our conversation”.
• The employee's menu runs when the client hangs up first. Only one of the two branches runs in a single conversation.
• Buttons are pressed in tone mode: DTMF must work in the SIP app, as described in the article SIP phone setup.
• Keep the menu short: one phrase and two or three buttons, otherwise the client hangs up before choosing.

Bad ratings are easiest to review through recordings: listen to the conversation in the same log that keeps your sales call recordings and discuss it with the receptionist.

Read also: IVR phone menu: “press 1” and choosing a department by voice, Custom fields in CRM: how to add your own client data, Sales call recordings and missed calls: where to find them