Add Opt-In Surveys at Call Start, Auto-Prompted at Call End

As a head of a centralized call center with agents that support multiple businesses and call queues, I’d love to see RingCentral add a simple but powerful feature:

When a customer calls in, they could press a key at the beginning of the call to opt-in to a quick survey. After the agent disconnects, the system would automatically play the survey.

Here’s why it matters:
- Seamless customer experience: No agent involvement, no awkward “Would you like to stay on the line?” interruptions.
- Accurate feedback: Surveys are tied directly to the agent who handled the call and the queue where it was answered, so reporting stays actionable.
- Higher participation: Customers decide upfront if they want to provide feedback, increasing completion rates and making the data more reliable.
- Agent-level accountability: This ties survey results directly back to the people and teams who can act on them. We also include the CSat scores as part of the performance pay program.

This feature would give leaders like me better visibility into customer satisfaction while keeping the process frictionless for both callers and agents, allow me to coach agents and fix process for specific businesses based on customer feedback data.

If you’d also like to see smarter, cleaner post call surveys in RingCentral, please upvote this idea. The more support it gets, the sooner we can all benefit from better feedback data!