Post-Call Forms in Taalk Voice

Post-Call Forms in Taalk Voice let agents capture important outcomes after each call. They ensure dispositions, notes, and feedback are consistently logged and can be customized to meet your organization’s reporting needs.

Alongside AI Co-Pilot (which automatically scores and grades calls), Post-Call Forms give human agents the ability to confirm and document outcomes.

✅ What Are Post-Call Forms?

• Disposition logging: Agents select the call outcome from a predefined list (e.g., Sale, Transferred, Not Connected).

• Custom forms: Admins can design forms that include dropdowns, scoring, or open-text fields.

• Time-bound submission: Agents must complete the form within a set countdown timer after ending the call.

This combination ensures both structured data and agent reasoning are captured.

⚙️ Creating a Post-Call Form (Admin Setup)

1. Go to Taalk Voice > Post-Call in the right-hand navigation.

2. Click Create Form (or select an existing one to edit).

3. Choose form elements:

    

   • Multiple choice / dropdowns → e.g., “Sale,” “Transferred,” “Not Interested.”

   • NPS scoring / rating → for quality or satisfaction scoring.

   • Open text fields → for reasoning, notes, or custom feedback.

    

4. Save your form and assign it to a routing rule.

    

   • Example: Calls handled by the Sales Queue use the “Disposition Form – Sales.”

    

5. Configure a timeout window (e.g., 1 minute, 10 minutes) for agents to complete the form after each call.

👩‍💻 Agent Workflow: Completing Post-Call Forms

After finishing a call:

1. A Post-Call Form automatically appears in the agent’s Taalk Voice UI.

2. The agent selects a disposition from the dropdown (e.g., Not Connected, Transferred, Sale).

3. If open-text or scoring fields are included, the agent enters additional details.

A countdown timer at the bottom of the screen reminds the agent how much time remains to finish the form. If the timer expires, the system records the incomplete status for review.

📊 Why Use Post-Call Forms?

• Consistency: Every agent documents outcomes in the same structured way.

• Compliance: Certain campaigns require mandatory dispositions and call notes.

• Coaching: Supervisors can compare AI Co-Pilot’s scoring with agent-entered notes for QA.

• Reporting: Dispositions and notes flow directly into call reports for tracking performance.

✅ Best Practices

• Keep disposition lists clear and short (5–10 options max).

• Add one open-text field for nuance without overwhelming agents.

• Align timeout settings with call volume (shorter for high-volume centers, longer for complex cases).

• Review Post-Call data weekly to identify trends and optimize training.