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Lead and Policy Surveys (IVR and Text)

Lead and Policy Surveys (IVR and Text)

Owned by Jesse Segura
Apr 21, 2025

Surveys

Surveys can be used to gather additional information from customers such as PHI and health information or quality of service. Surveys also come in 2 different formats, IVR surveys that the User will transfer the customer to during the sales process or text surveys that are initiated by the User from within the lead itself. 

Text Surveys

Lead Survey

 

At some point during the call a User can select the Survey icon at the top of the Lead for a Lead based survey. Lead surveys will be linked to the lead and not any policies that may be created. 

 

Policy Survey

 

Policy based Surveys are located at the bottom of the Policy on the Policy Tab. Selecting Survey here will connect the results directly to the Policy and the Policy ID will show on reporting if the column has been added. 

IVR Surveys

IVR Surveys allow the Client to collect PII/PHI in a more secured manner. This helps avoid issues where the Users might forget or neglect to collect during the call. IVR Surveys are initiated when a User uses a Transfer Preset and are configured on the Campaign.  Once an IVR Survey is completed a report will be generated with the results. (Does this populate anywhere automatically??)

Lead/Policy Survey Creation

  1. From TLDialer select Marketing.

  1. Select Add Survey at the top right

  1. For the New Survey fill in the name (lowercase/underscore), description is the purpose of the survey, Type of survey being conducted, and if it is active. 

    1. User Performance Review Survey - will appear at the top of the lead. Presents a series of questions related to customer experience

    2. Policy Survey - located at the bottom of the policy near the Policy Statuses and will link the answers to the Policy ID for reporting

    3. Lead Survey - located at the top of the Lead and can be related to the lead itself (?)

    4. HTML Survey - 

    5. IVR Survey - connected to a Campaign with a transfer option through TLDialer

      1. IVR Surveys are ONLY set up by Tier 2

  1. Survey questions can be determined by the goal of the survey. Questions should be simple and easy to understand for both the User and the Customer. Fields are available for auto-fill functions.

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  1. Routes 

  1. Logic (At this time this feature is not actively utilized)

Survey Results

Survey results can be located under Logs and selecting Surveys or from the Lead.

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The Survey Log will display the answers provided and provide the ability to view logs for more details information.

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SSN Capture and Verification Line.

  • SSN Capture is a secure way to collect a customers Social Security Number without User involvement. This can be done by Transferring the caller to the SSN capture line or providing the number so the customer can call at a time that is convenient to them. For more information see https://esotech.atlassian.net/wiki/spaces/INTDOC/pages/385318918.

https://esotech.atlassian.net/wiki/spaces/INTDOC/pages/385318918

 

  • A Verification Line is often used by Clients to receive recorded consent from a customer to proceed with the sale or a product or policy. This if often completed while the User is on the line with the customer and the results are saved as a separate recording on the Lead for reference at a later time. For more information see https://esotech.atlassian.net/wiki/spaces/INTDOC/pages/158564369 .

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