Version |
Date |
Notes |
0.0 |
05/01/2014 |
Sample Version |
Business Rules: |
Valid Call = caller provides a response at Survey1 Valid Order = caller completes Survey5
|
Standard Behavior Rules & Confirmations:
3 Repeats on action menus before Polite Goodbye.
If Caller presses Pound key, go to RatingScale.
No Entry Prompt at Menu/Single-Digit collection:
“I’m sorry, but you did not make a selection. Please make your selection.”
“I’m sorry, but you still did not make a selection. Please make your selection.”
No Entry Prompts at Multi-Digit collection:
“I’m sorry, but we did not receive a response.”
“I’m sorry, but we still did not receive a response.”
Invalid Entry
“I’m sorry, but that is not a valid entry.”
Will repeat this up to 3 times before Polite Goodbye
Standard Data Confirmation: Repeat Number Entered “You entered <PLAYBACK>. Is that correct? Press 1 for “YES” or press 2 to re-enter.”
If 1: Next
If 2: Repeat
Polite Goodbye Message: (POLITEGBYE.WAV)
“I’m sorry you’re having difficulties with your response. Thank you for your participation. Goodbye.”
(GRTNG) Greeting
GRTNG.WAV
Thank you! This survey should only take 2 to 3 minutes.
Next: RATING SCALE
(RATINGSCALE) Rating Scale
RATINGSCALE.WAV
The survey statements are rated 1 through 5 on your touchtone keypad, with 5 indicating you highly agree and 1 indicating you highly disagree. Just remember, the higher the number the better the rating.
Next: INFO
(INFO) INFO
INFO.WAV
At any time, you may press the “star key” to repeat the statement or “pound” to review the rating scale.
Next: SURVEY1
(SURVEY1) Successful Navigation
SURVEY1.WAV
Statement 1:
My Customer Support agent successfully navigated me through the service experience. Using your touchtone keypad, on a scale of 1-5, please enter the number that represents how highly you agree or disagree with the previous statement. You may make your selection at any time.
Confirmation 1 - 5: Custom Confirmation
No Response/Invalid Response/*: Repeat
#: Go to RATINGSCALE1, then return to SURVEY1
If No Response 3x: Go to Polite Goodbye
[Custom Confirmation] YOUENTERED.WAV
You entered…
SURVEY1CHOICE_1.WAV
1 (“one”) for highly disagree
SURVEY1CHOICE_2.WAV
2 (“two”) for disagree
SURVEY1CHOICE_3.WAV
3 (“three”) for neither agree nor disagree
SURVEY1CHOICE_4.WAV
4 (“four”) for agree
SURVEY1CHOICE_5.WAV
5 (“five”) for highly agree
CORRECT.WAV
Is that correct? Press 1 for “YES” or press 2 to re-enter.”
If 1: Continue
If 2: Repeat
Next: SURVEY 2
(SURVEY2) Best Interest
SURVEY2.WAV
Statement 2:
My Customer Support agent acted in my best interest.
Confirmation 1 - 5: Custom Confirmation
If No Response/Invalid Response/*: Repeat
#: Go to RATINGSCALE_1, then return to SURVEY2
If No Response 3x: Go to Polite Goodbye
[Custom Confirmation] YOUENTERED.WAV
You entered…
SURVEY1CHOICE_1.WAV
1 (“one”) for highly disagree
SURVEY1CHOICE_2.WAV
2 (“two”) for disagree
SURVEY1CHOICE_3.WAV
3 (“three”) for neither agree nor disagree
SURVEY1CHOICE_4.WAV
4 (“four”) for agree
SURVEY1CHOICE_5.WAV
5 (“five”) for highly agree
CORRECT.WAV
Is that correct? Press 1 for “YES” or press 2 to re-enter.”
If 1: Continue
If 2: Repeat
Next: SURVEY3
(SURVEY3) Confidence
SURVEY3.WAV
Statement 3:
My Customer Support agent demonstrated confidence and communicated clearly.
Confirmation 1 - 5: Custom Confirmation
If No Response/Invalid Response/*: Repeat
#: Go to RATINGSCALE1, then return to SURVEY3
If No Response 3x: Go to Polite Goodbye
[Custom Confirmation] YOUENTERED.WAV
You entered…
SURVEY1CHOICE_1.WAV
1 (“one”) for highly disagree
SURVEY1CHOICE_2.WAV
2 (“two”) for disagree
SURVEY1CHOICE_3.WAV
3 (“three”) for neither agree nor disagree
SURVEY1CHOICE_4.WAV
4 (“four”) for agree
SURVEY1CHOICE_5.WAV
5 (“five”) for highly agree
CORRECT.WAV
Is that correct? Press 1 for “YES” or press 2 to re-enter.”
If 1: Continue
If 2: Repeat
Next: SURVEY4
(SURVEY4) User Friendly
SURVEY4.WAV
Statement 4:
It was easy to make a payment using this system.
Confirmation 1 - 5: Custom Confirmation
If No Response/Invalid Response/*: Repeat
#: Go to RATINGSCALE_1, then return to SURVEY4
If No Response 3x: Go to Polite Goodbye
[Custom Confirmation] YOUENTERED.WAV
You entered…
SURVEY1CHOICE_1.WAV
1 (“one”) for highly disagree
SURVEY1CHOICE_2.WAV
2 (“two”) for disagree
SURVEY1CHOICE_3.WAV
3 (“three”) for neither agree nor disagree
SURVEY1CHOICE_4.WAV
4 (“four”) for agree
SURVEY1CHOICE_5.WAV
5 (“five”) for highly agree
CORRECT.WAV
Is that correct? Press 1 for “YES” or press 2 to re-enter.”
If 1: Continue
If 2: Repeat
Next: SURVEY5
(SURVEY5) Recommend
SURVEY5.WAV
Statement 5:
Based on today’s transaction, I would recommend this service to someone else.
Confirmation 1 - 5: Custom Confirmation
If No Response/Invalid Response/*: Repeat
#: Go to RATINGSCALE_1, then return to SURVEY4
If No Response 3x: Go to Polite Goodbye
[Custom Confirmation] YOUENTERED.WAV
You entered…
SURVEY1CHOICE_1.WAV
1 (“one”) for highly disagree
SURVEY1CHOICE_2.WAV
2 (“two”) for disagree
SURVEY1CHOICE_3.WAV
3 (“three”) for neither agree nor disagree
SURVEY1CHOICE_4.WAV
4 (“four”) for agree
SURVEY1CHOICE_5.WAV
5 (“five”) for highly agree
CORRECT.WAV
Is that correct? Press 1 for “YES” or press 2 to re-enter.”
If 1: Continue
If 2: Repeat
If No Response 3x: Go to CLOSING
Next: CLOSING
(CLOSING) Close
CLOSING.WAV
Thank you very much for your help with our survey. Goodbye
| File Type | application/vnd.openxmlformats-officedocument.wordprocessingml.document |
| File Modified | 0000-00-00 |
| File Created | 2021-01-27 |