Many help lines like to conduct follow-up quality surveys to ensure their interactions with clients meet their standards. iCarol makes the process easy, by automating the scheduling and management of these surveys.

To set this up, we simply:

• Configure your quality survey as another form in your system
  
  
• Enable the Quality Survey feature in iCarol
• Choose settings for how often (every Nth call) and when (between date ranges) you'd like clients to be invited to take a survey.
  
  
• Then, on calls matching those settings, your phone workers are reminded to invite people to participate in the quality surveys.
• If they agree, a reminder is scheduled and assigned to the best available person, on a date in the future pre-selected by you.
  
  
• When that date comes, the appropriate person is reminded to conduct the survey. If the attempt to reach the client fails, they can simply schedule another attempt at another date.
  
  
• When your phone worker does conduct the survey, iCarol stores the results which your supervisors can review on a call-by-call basis, or via aggregate statistics for reporting purposes.