Automated Telephone Interviewing for Surveys
Background
Following a presidential disaster declaration, a major federal agency was required to deliver reliable, high-quality service to disaster survivors seeking aid — but its legacy call center system couldn’t keep pace with growing demand. The Federal Agency and its Disaster Call Center engaged Ignyte Group to replace that system with a new, custom ServiceNow application that integrates with a third-party survey platform and strengthens the agency’s ability to capture, govern, and report on survey data.
Our Role
Ignyte Group partnered with agency stakeholders to map call center workflows, pinpoint process gaps, and define requirements for the new ServiceNow application. From there, Ignyte Group built and implemented the solution, delivered system documentation, and led staff training.
The CATI application lets agency staff focus on supporting survivors, not administrative overhead — automatically queuing outreach calls, enforcing customized business rules, and giving teams faster access to data. Integrated with the Medallia platform, it captures and tracks survey responses from relief recipients in one place. That single, integrated system gives leaders real-time visibility into resource availability and consistent, standardized call center operations.
Built as a Constituent Experience Management platform, the application frees interviewers to focus on assisting disaster survivors, gives managers visibility to organize their teams effectively, and equips leadership with data to make faster, informed decisions.
Measurable Outcomes & Impact
The following are the key accomplishments and impact of our team’s solution and delivery:
- Records are automatically queued according to preset business rules, eliminating manual entry.
- Records are automatically requeued or removed based on response, using rules that eliminate human error.
- No more missed calls: the queueing system ensures every call is placed within operating hours and matched to the interviewer's time zone.
- Streamlined collection cycle setup. Managers can configure calls and disaster cycles with unique business rules on their own, without requesting new system changes.
- Higher-quality interviews. Managers can assign interviewers by specific skill set, and the system uses those skills to queue surveys, reducing the number of calls that require an interpreter.
- Faster disaster response, with managers able to adjust call center operations in real time.
- Faster, more informed decisions: key decision makers get direct access to real-time system and disaster data to set agency policies and procedures.
- Faster disaster response: team leads see live disaster and interviewer data as it happens, so they can adjust processes in real time.
- Smarter workload management: interviewers get individualized data showing past, current, and future workload, so they can plan and prioritize with clarity.
- Centralized records: electronic survey data and CATI records live together in a single application.
- On-demand reporting: generate reports instantly, without manual compilation.
- Direct, transparent access to the data you need.
