babelforce makes it simple to create any kind of post-call experience. This covers any scenario where you would like customers to experience something specific after speaking to an agent. For example, many customer service teams want to offer a short post-call survey, the results of which can be used to build key reporting metrics such as CSat.
The principle is straightforward: you specify an experience in the form of linked application modules, then tell the platform under what circumstances you would like calls to be routed to it. If a customer is selected for the experience, they stay on the line after the agent leaves the call and are sent immediately to your configured application modules.
This tutorial will help you construct a basic variant of this for inbound calls. The customer will choose whether they would like to participate in a survey, and will only go to the experience if they select a certain IVR menu option.
1. Setting the conditions
We want the customer to be able to opt into the survey. A Simple Menu application will achieve this:
The audio prompt will ask the customer to press 1 if they would like to take part in the survey. The 'Queue' application simply represents the rest of the call flow. Therefore in our case, regardless of whether the customer presses 1 or not, the call will be routed to a queue in order to speak to an agent.
2. Capturing their decision
A trigger will be able to read - for every call - whether the customer did in fact press 1 to partake in the survey:
The strange-looking expression can be found under the 'Voice Application' section near the bottom of the expression list and refers to the Simple Menu we just created. Return to that application for a second. It has a 'Variable name' field set to "answer".
When a customer interacts with this Simple Menu, whatever they press (or don't press) will be stored in this "answer". If they press 1, "answer" = 1 for that call. If this is true at the point when the above trigger is tested, then it fires.
3. Post-call decision
If you enable a post-call experience, all calls will be routed to a referenced application after the agent hangs up. Under My Settings > Global you can choose this application from your full list (it is empty by default):
This means we need to end the call as soon as possible for those customers who didn't opt into the survey. If we use a Switch Node as the first post-call application, we can sort the calls reliably. This is the "Survey switch" you can see referenced as the 'Application Target' in the above image. Below is our configuration for this app.
In this Switch Node we have just one routing option: send call to the survey application(s) if our 'Customer pressed 1 for survey' trigger fires. This question is asked as soon as the call gets to the switch, and the routing will only happen if the trigger fires.
Notice that the 'After flow' setting is empty. The call will pass through the switch in milliseconds, test through the triggers, and pass to this end setting if none of the routing options are triggered.
Which means that in our case, any customer who did not choose to take part in the survey and who did not hang up themselves will have their call ended as soon as the agent hangs up.