Adept - IVR (Inbound and Outbound) Surveys

What is Adept?

Our Adept feature gives console users the ability to initiate surveys of all channel types: IVR (Inbound and Outbound), Online (Web and Email) and SMS. It comprises a series of menus that allow filters or custom data to be attributed to a survey request, before sending or transferring the recipient onto a survey (depending on the channel). This is a great tool for team members or anyone looking to initiate one-off survey requests. Please note, for a larger quantity of recipients we recommend instead using our Bulk Upload feature.

In this article, we explore how to initiate IVR (Inbound and Outbound) surveys. If you would like to read up on how to use Adept for Online (Web and Email) or SMS surveys, these can be found using these links.

How do I get started with Adept?

Adept can be found by clicking on 'Adept' in the side menu:

The Adept page will load and display a 'Selected survey' dropdown, and is ready and waiting for you to start initiating surveys. This dropdown will contain all surveys that have been configured to use Adept - this is set up by ServiceTick when you first start using the feature. Surveys can be added to/removed from Adept for you by ServiceTick as required.

How do I initiate an IVR survey?

To start initiating IVR survey requests via Adept, first select your IVR survey from the options displayed in the 'Selected survey' dropdown. Doing so will load an iteration of the following screen, which is divided into three sections:

Agent Data Entry

The Adept process is split into three sections, the first being 'Agent Data Entry'.

As a minimum, this section needs to contain a field for the team member's unique PIN (which are set up by ServiceTick when you first join us). When a team member uses Adept for the first time they will need to key this in, but all subsequent times will populate it for them automatically.

This 'Agent Data Entry' section can also be used to record custom data or attribute filters to the survey request.

Custom data refers to free-text fields, that provide a handy way of adding unique information to survey responses - for example, a policy number or customer contact details.

Any designated filter nodes will display on this screen as dropdowns, allowing the team member to choose the value they require. For example, if you utilise a 'Touchpoint' filter, this can be added to Adept and used to signpost what type of customer enquiry this survey relates to.

Survey Options

The next section relates to survey options and can be accessed by clicking on the section header, once you have completed the 'Agent Data Entry' section.

The contents of this section will depend on how you plan to initiate your surveys. IVR surveys can be set up so they can be served as Inbound, Outbound or both.

If you are initiating an Inbound IVR survey, a 'Survey Now' option will be available.

If your survey is an Outbound IVR survey, a 'Survey Later' option will be available.

In addition, you can also have a 'Not Applicable' option if you would like. For any scenarios where the team member asks the caller to take part in a survey and they decline, this 'Not Applicable' option can be used to make a log of the reason why they chose not to take part.

Inbound IVR Survey Actions (If 'Survey Now' was selected)

Inbound IVR surveys are initiated when a caller has phoned into your call centre and/or you already have them on the line. We often refer to Inbound IVR surveys as Post-Call Transfer surveys, due to the nature of how they are started.

The most common practice involves the team member placing the caller on hold once their conversation is complete, dialling the survey phone number, entering their PIN and (as the name suggests) transferring the caller onto the survey.

As such, if you selected 'Survey Now' you will see the following:

Click on the 'Update PIN' button and you will see the following:

At this point, dial the survey phone number that is presented, wait for the PIN entry prompt and key in your four-digit PIN.

Once you have done this, you can transfer the caller onto the survey, which will begin automatically.

You can then hang up and click the 'Complete' button, which will return you to the beginning of the Adept process, ready for the next survey request.

Outbound IVR Survey Actions (If 'Survey Later' was selected)

Outbound IVR surveys are useful for when a recipient would like to take the survey via a call back at a later date/time.

If you selected 'Survey Later' you will see the following:

Enter the recipient's phone number in the 'Telephone number' box. You can then select the callback time using the 'Date & time' field. Click on the box and a date picker will be displayed:

• To select a date, use the top left and right arrows to cycle months and click on a day to select it.
• To select a time, click and drag the hour and minute scales to the desired selection.
• Use the 'Now' button to revert the selection back to the current date and time.
• Click 'Done' once you have selected your required date and time.

Once you are ready, click the 'Schedule call' button to log the call request. This will return you to the beginning of the Adept process, ready for the next survey request. The survey will call the recipient at the date/time you specified.

Survey Actions (If 'Not Applicable' was selected)

If you selected 'Not Applicable', you will see the following:

This dropdown can be used to record why the customer did not wish to take the survey. The options in this dropdown are set up by ServiceTick when Adept is first configured and can be updated at any time if required:

If the reason does not match one of the pre-defined options, you can select 'Other...' which will provide a text box for you to provide more information:

When you are done, click 'Finish'. You will then be returned to the beginning of the Adept process, ready for the next survey request.

Ready to put this into practice?