Voxco

Interviewer work
instructions.
December 2013
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Index
Log In
Performing a survey
Call backs
How to schedule a call back
How to select a survey to call customer back
Escalations
Interrupt survey
Navigation thru the survey (Going back and forward, ending
early)
Agents comments

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Log In
Open Internet Explorer. (Version IE 8 or IE 9).

User name: Global ID

Password: Windows Password.
Context: Carestream

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Log In

Project: Call Center

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Performing a survey.

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Performing the survey.

Customer details in that order will be thru all the survey.

Answer options will always be at the left.

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Performing the survey.

Select answer and click the next button at the bottom of the page.

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Performing the survey recommend question

If skip is selected. Please enter comment.

C
Comment box is only for skip. Please do not enter comments if
other option is selected. If you do will get this screen.

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Performing the survey Factors.

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Performing the survey Verify Skip / Neutral

In case Skip or neutral is selected on the recommendation
question, the first question you will get after completing the
survey is to verify the skip answer.

If the code was correct leave it as Keep current value, if not

select change to neutral/skip.

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Performing the survey Verify Skip / Neutral

If you select change to neutral. The following screen will
appear.

Copy the text on the top and paste it on the left side box.

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Performing the survey Coding & Translating

Codes for each open comment will be at the left side, please
select the right codes by clicking the box or by typing them in
the bottom of the page.

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Performing the survey

Survey is completed at this point. No
more questions will come.

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Performing the survey

This is the review of all

answers entered during
the survey. After this
point no changes can be
done to the survey
except for entering
translations and coding.
If you need to change
any answer please do it
a this point.
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Performing the survey Coding & Translating

You will ge the open question again with an open box in order
to be able to translate the comment.

Then you will be asked to code that comment.

You will only be shown the open-ended questions that you answered during the
survey.
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Performing the survye

When you have completed the survey you will get the following
screen.

If customer answered all questions and you coded all, please

select completed and next.
If by any reason survey was not really completed, chose not
complete and specify why this survey was not completed.

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Performing the survey

When all questions are answered and coded (survey is
finished) the system will send you to the initial screen.

There is no need to code the attempt at this point.

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Performing survey - Initial call Issues with it.

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Schedule call back.

To schedule a call back, select not now on question
regarding availability of the customer to answer survey. And
select time and date with the calendar button, next to the
next button.

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Schedule call back.

The call you just schedule gets assign to you and you will be
responsible to call that customer back.
On yor initial screen you will see your queue of calls to be
called back.
Just select the one you want to do and then click call back.
You will start the survey as usual.

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Schedule call back.

Another way to schedule a call back, is at any point of the
survey, hit button esc, then click on quit.

Select option 27- schedule call back. You will get exactly the same screen
and same thing as when you select answer not now.

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Interrupt survey Change languge, end

survey early, etc.
Enter ? On the box next
to the next button.

Select reason for interruption, click next.

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Escalations.
When an escalation is needed, this screen will appear. It gives you all call
details, and the link where the escalation needs to be done.

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Going back and forward.

This option is only available when performing the
survey and not at the coding section.
Hit Esc at your key bord. The buttons on the top of
the page will became available and you can go back
or forward by clicking on them. Hit Esc again to get
back to the survey (out of navigation mode).

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Agents comments
Agent can enter comments at any time of the survey when
needed. Just click General Comments button. And then enter
the comments and click next to continue with the survey.

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