Managed Contact Center / Quality Management

Post-Call Satisfaction Surveys

Immediately after a call ends, the system can automatically play a short survey — typically a quick rating, like “press 1 through 5 to rate this call.” The system then records the result and ties it directly back to that specific call and agent, with no separate follow-up call or email needed.

Why is asking right after the call better than a follow-up email?

Response rates are far higher when you ask a customer in the moment, while the interaction is still fresh, rather than days later when most people simply won’t respond. It also captures the customer’s honest reaction before time and other interactions blur it.

What can we actually do with the survey results?

See patterns over time (is satisfaction trending up or down), identify which agents or queues consistently score well or poorly, and use low scores as a trigger to review the specific call — see QA Scoring & Coaching Notes for tying a survey result to coaching.

Can we customize what the survey actually asks?

Yes — we can tailor the survey format and question to your business, whether that’s a simple satisfaction rating or a more specific question relevant to the type of call.

Do we ask every caller, or can we control that?

You control it — surveys can run on every call, only calls to a specific queue, or a sampled percentage, whatever fits your business without becoming a nuisance to callers.

How do results show up in our regular reporting?

Survey results feed directly into your standard reporting alongside other performance metrics — see Historical & Scheduled Reports for including satisfaction trends in a regular management report.