Voxco – Interviewer Work Instructions

Voxco – Interviewer work instructions.

December 2013

Unrestricted Internal Use© Carestream Health, 2013

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)

Agent’s comments

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Unrestricted Internal UseCarestream Health, © 2013

Log In

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

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User name: Global IDPassword: Windows Password.Context: Carestream

Log Inp.4


Project: Call Center

Performing a survey.p.5


Performing the survey.p.6


Customer details in that order will be thru all the survey. Answer options will always be at the left.

Performing the survey.p.7


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

Performing the survey – recommend question

If skip is selected. Please enter comment.

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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.p.9


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

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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.

Performing the survey – Coding & Translating

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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.

Performing the surveyp.13


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

Performing the surveyp.14


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.

Performing the survey – Coding & Translating

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

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

Then you will be asked to code that comment.

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.p.19


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.

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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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”.

Schedule call back.p.21


Interrupt survey – Change languge, end survey early, etc.

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Enter ? On the box next to the “next” button.

Select reason for interruption, click next.

Escalations. p.23


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.

Going back and forward.p.24


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).

Agent’s commentsp.25


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.

Documents

Voxco – Interviewer Work Instructions