UCC Journey Map Survey Call Script
Option to take survey
DRA, at the end of the call, offers the caller the option to take a short anonymous survey.
DRA -“Mr. or Ms. Debtor, would you like to take a short 3-5 min anonymous survey to provide feedback for today’s call? Your responses will be used to improve our call performance.
Debtor response?
Yes – I would like to take the survey
DRA – “Thank you for our survey and assisting with improving our call center. I am transferring you to lead call center agent - ‘Lead first name’. Please stay on the line.”
No – I do not want to take the survey
DRA - “Thank you for your time, and is there anything else that I may assist you with?”
Transfer to Lead DRA
DRA – “Hello ‘Lead DRA’s name’, I have a caller that has agreed to take our anonymous survey to provide customer feedback to improve our call center. Their call purpose was for [AWG, Dispute, Payment, Hearing Request, etc.]”
Lead DRA – “Hello, Thank you for agreeing to take this survey, we will use this feedback to improve future caller experience. Before we get started, I would like to remind that this survey is optional and that your survey responses will remain anonymous. I will read each survey question and provide you with response choices. Are you ready to begin?”
Caller - Yes
Captured by the Lead during the warm transfer: What was the purpose of your call?
Account Balance |
Admin Resolution - Bankruptcy |
AWG |
Dispute |
Full Payment |
Hearing Request |
Make a Payment |
Missing Payment |
Offer in Compromise |
Partial Payment Agreement |
Payment Agreement |
Proof of Debt |
Third Party Authorization |
Other |
Questions:
What was your approximate wait time in minutes?
0 to 5 mins |
5 to 10 mins |
10 to 15 mins |
15 to 20 mins |
20 to 30 mins |
30 mins or more |
Was this the first time calling for this issue?
Yes |
No |
Please rate the speed of the Agent verifying your identity and locating your account information?
Extremely Satisfied |
Satisfied |
Dissatisfied |
Extremely Dissatisfied |
Please rate the Agent's ability to provide the information you were requesting and call resolution?
Extremely Satisfied |
Satisfied |
Dissatisfied |
Extremely Dissatisfied |
Were you transferred to second agent to resolve your issue?
Yes |
No |
[ask only if answer to Q#5 was “yes”] Please rate the second Agent's ability to provide information and call resolution?
Extremely Satisfied |
Satisfied |
Dissatisfied |
Extremely Dissatisfied |
Not Transferred |
Please rate your overall satisfaction with the call?
Extremely Satisfied |
Satisfied |
Dissatisfied |
Extremely Dissatisfied |
Do you have any additional suggestions for improvements?
Conclusion
Lead DRA – “This concludes the survey. Your responses have been recorded and will be evaluated to improve our call center’s performance. Thank you for participating in our survey. Goodbye”
| File Type | application/vnd.openxmlformats-officedocument.wordprocessingml.document |
| Author | James S. Whalen |
| File Modified | 0000-00-00 |
| File Created | 2021-01-13 |