Basics about CallGuide Survey

With CallGuide Survey you can collect information about and measure how treatment and service were experienced. You can successively follow up your Net Promoter Score, as well as other types of survey questions. Also the person working in the contact center can have his personal unique feedback, via CallGuide Agent.

This service based survey tool is delivered with the CallGuide Survey Admin web interface where you design, publish and analyze the questions that are then answered per telephone and on the web. Web surveys are automatically adjusted to screen size and screen resolution in order for the survey participant to easily give his answers via his mobile phone, tablet or computer.

CallGuide Survey Admin is aimed at those responsible for surveys, customer polls and quality follow-up in your organisation. In this online help web you find a description of how to:

• make your own Personal settings,
• administrate Users, i.e. Handle other users’ accounts,
• handle Surveys in three different steps. See
  • Basics about designing surveys
  • Basics about Publish survey
  • Basics about Analyse

Other applications and more information

In order to use CallGuide Survey you also need to configure the following in CallGuide Admin:

• survey related system parameters,
• your dialogue flow objects for telephony survey functions,
• access functions for agents.

If you let your customers participate in surveys containing evaluation of single agents, you should also read Agent evaluation – Survey .

For those within Telia Company connecting CallGuide Survey to your contact centre solution, there is the more detailed document Configuration Instructions CallGuide Survey.