Post-Call

Post-call options allow you to capture the outcome of a call immediately after it ends, making it easy to track conversions and gather additional insights from your team. 

To use post-call options, calls must be routed through a call queue, as these are triggered at the end of the queue interaction. After the caller disconnects, the agent is automatically prompted with a short set of questions (for example, whether the call converted and the sale value). Their responses are then logged and tied to the call activity, giving you better visibility into performance and outcomes without requiring manual follow-up.

Post-call is available on the following plans: Sales Engage, Enterprise, Growth, and Connect.

Configure Post-Call

To configure post-call, follow these steps:

1. Navigate to Flows > Queues, and click Edit next to the queue where you're adding the post-call survey.
   
2. By default, we hang up the agent and the caller, but we can use the drop-down to choose from different options.
   • After the caller hangs up:
     • Hang up the agent
     • Direct the agent to a voice menu
     • Direct the agent to another number
     • Direct the agent to a call queue
     • Prompt the agent to determine if a sale is made
   • After the agent hangs up:
     • Hang up the caller
     • Direct the caller to a voice menu
        
3. Click Save Changes.

Prompt the Agent to Determine if a Sale Was Made

One common use case is identifying whether a call resulted in a sale and, if so, recording the revenue amount directly within the call record.

1. After the caller hangs up, the Agent will hear, "If this call converted, press 1; otherwise, press 2." When the Agent presses 1, the Agent will hear "enter the dollar amount of this call followed by the pound or hash sign." After the Agent presses the # sign, the call hangs up. If the Agent presses 2, then the call hangs up.
2. To see the converted amount added by the agent, click Score. It will show in the converted amount field.

Post-call Customer Survey

Another common use case is a post-call customer survey. 

To set up the survey:

1. Navigate to Flows > Voice Menus.
2. Click the New Voice Menu button at the top right-hand corner of the page.
3. Name the voice menu something that is recognizable.  This informs the agent that they are manually directing callers here.
4. In the voice prompt type or record the initial question you want to ask your callers.
5. Decide whether to allow your agents to manually direct callers to the survey by toggling Allow transfers on or off. When the box is checked, agents can transfer callers to the survey while on the phone.
6. Next, choose how you want to tag calls routed to this voice menu. Note: this tag does not indicate that the caller completed the survey. It just indicates if they were presented with the survey.
7. Select how you want to handle callers who do not enter anything or enter the wrong digits in the "Input Error/ Handling" area.
8. The Schedule Routing area can be left at the default, since you will most likely be controlling the use of this survey through your call queue configuration.  The call queue is where callers will be directed to this survey after the call.  Agents can also manually transfer the caller to the survey. 
9. Because the survey is built using a Voice Menu, you can create a series of questions that take different paths based on the responses. Select Add Menu Item in the Menu Items section to add additional menus for each of your keypress responses. For each path taken, CTM recommends using a tag to indicate the response to each question. 

   • In the survey example below, we ask callers to rate our performance on a 1-5 scale. We will want different actions to occur based on their response, so we will tag those calls accordingly.

     Here is the action we want to take when callers are happy and enter a 1 (keypress of 1):
     Here is the action we want to take when callers are unhappy and enter a 5 (keypress of 5):
     Here is the action we want to take when we did ok (keypress of 3):

     Note that if you would like any of your keypress entries to route callers to another question, you will need to create a separate voice menu for the next question and configure the first voice menu to route to that second voice menu in the keypress action.

     Notice that as you enter tags for each keypress, they can be used to generate reports on response rates to the survey.

10. If you want particular tracking numbers routed right to this survey, you can assign them in the Numbers section. Otherwise, if you plan to have agents send callers to this survey manually or if your queue will route callers to the survey, you can skip this step.

Now that you have created your voice menu, you can start routing callers to the survey.

Option 1: You can choose to have your call queue route to the voice menu automatically at the end of each call. 

To do that, navigate to Flows >  Call Queues.
1. Click edit next to your existing queue or create a new queue.
2. Go to the post-call section of the queue. Be careful to route callers to this survey, not your agents. In the After the agent hangs up drop-down, choose Direct the caller to a voice menu,  then choose the voice menu you just created for the survey.

Option 2: Agents can transfer callers to the survey in the softphone at any time during the call.  

To do so, agents should:

1. Select Transfer in the softphone.
2. Select Menu.
3. Select the survey from the voice menu.

Now, you can filter all your calls and reporting by keypress or tags to assess how your team is doing in sending people to the survey and helping them with their issues.