Bulk campaign or voice broadcast
AI Calls for NPS Surveys
An AI voice agent for NPS surveys calls customers, asks how likely they are to recommend you on a 0–10 scale, and then asks why — capturing the reason a web form usually misses. Outpero runs NPS as a bulk campaign on an uploaded customer list in seven Indian languages, and returns the score, verbatim reason and sentiment for each respondent so you can calculate NPS and act on detractors.
* Time from the lead reaching Outpero to the first ring, under normal conditions. It depends on how quickly your lead source delivers the lead.
At a glance
AI Calls for NPS Surveys: the short version
| How it works here | |
|---|---|
| How it starts | Works through a list you upload or schedule |
| Languages | Hindi, Telugu, Tamil, Marathi, Kannada, Malayalam and English |
| It captures | NPS score (0–10), Reason for the score, Detractor callback requested, Product or plan |
| You measure it by | NPS response rate, and detractor callbacks closed within 48 hours |
| Cost | No setup fee · from ₹5/min · number ₹649/month · Prices exclude 18% GST |
Why NPS surveys breaks when people do it
Email and SMS NPS surveys in India get low response rates, and the people who respond skew towards English-speaking urban customers, so the score reflects only a slice of the base. A 0–10 scale is also unfamiliar to many customers, who answer 5 meaning 'theek hai' when the business reads it as a detractor. Human callers running NPS explain the scale inconsistently and record numbers without the reasons behind them.
Step by step
How it works
- 01Upload a sample of customers — for example everyone who bought or renewed in the last 30 days — with segment columns such as city, product or plan.
- 02The agent calls, asks the 0–10 recommendation question and explains the scale simply if the customer is unsure.
- 03It asks why they gave that score, and for detractors, what would change their mind.
- 04Detractors are flagged for a callback; promoters can be asked whether they would leave a review, with the link sent on WhatsApp.
- 05Scores, reasons and segments go to your webhook and CSV export, so NPS can be computed by city, product or channel.
Hear how a call goes
A sample NPS surveys call
A quarterly NPS call to a home broadband customer in Kochi. · Runs in Malayalam with English words; shown here in English.
- Outpero AIHello, am I speaking with Joseph? I'm an AI assistant from FibreNet calling with one quick question about your broadband. Is this a good time?
- CallerYes, go ahead.
- Outpero AIOn a scale of 0 to 10, how likely are you to recommend our broadband to a friend or family member?
- CallerScale of what? I didn't understand.
- Outpero AISorry. Zero means you would definitely not recommend us, and ten means you definitely would. Which number is closest for you?
- CallerThen I'd say 6.
- Outpero AIThank you. What is the main reason for giving a 6?
- CallerThe speed is fine in the day, but it drops in the evening and support takes long to answer.
- Outpero AIThat's useful to hear. Would you like someone from our team to call you about the evening speed?
- CallerYes, please. After 7 pm is best.
- Outpero AII'll request a call after 7 pm. Thank you for your time, Joseph.
NPS score 6, which counts as passive, reason: evening speed drops and slow support. Customer in Kochi on the home plan, callback requested for after 7 pm, summary and verbatim reason sent to the webhook.
An example written to show the shape of the call, not a recording or a customer result.
What it captures on every call
Measured on: NPS response rate, and detractor callbacks closed within 48 hours.
Connect it
How the trigger reaches Outpero
| Where it comes from | How it gets to the agent |
|---|---|
| Customer list CSV by segment | Upload a sample of recent customers with city, plan and tenure columns, so scores can be split by segment later. |
| Billing or CRM export | Export active customers from your billing or CRM system on a schedule and upload them as the quarter's survey campaign. |
| Webhook for callback requests | Detractor callbacks are posted to your webhook, which can create a task for the customer care team. |
| CSV export for NPS calculation | Download scores and reasons from the dashboard and compute NPS by city or plan in your own spreadsheet. |
Results go back out the same way: a webhook you provide, or a live spreadsheet or API call mid-call. WhatsApp messages and calendar bookings are opt-in per employee.
Opening line
How it opens the call
नमस्ते, क्या आप हमारा broadband अपने दोस्तों या family को recommend करेंगे? 0 से 10 में बताइए — 10 मतलब ज़रूर करेंगे।
“Hello, would you recommend our broadband to your friends or family? Tell me on a scale of 0 to 10 — 10 means definitely.”
The same call runs in Hindi, Telugu, Tamil, Marathi, Kannada, Malayalam and English.
Price it
What NPS surveys would cost you
Estimate: NPS surveys
Defaults are an example for nps surveys completed, not a promise. Change any number to match your business.
Calls that actually connect — unanswered calls are not billed.
1 channel is included with your number; each extra is ₹649/month.
- Talk time per month
- 6,240 min
- Calling (₹5/min)
- ₹31,200
- Number + 4 channels
- ₹2,596
- Subtotal
- ₹33,796
- GST (18%)
- ₹6,083
About ₹6 per connected call before GST.
Run it well
What to track — and what goes wrong
| Track | How to read it |
|---|---|
| Score distribution, not just the average | Look at promoters, passives and detractors separately, because the same average can hide very different problems. |
| Reasons grouped by theme | The recurring themes among detractors tell you which fix will move the score most. |
| NPS by city or plan | Gaps between segments show where service is uneven and where to look first. |
| Detractor callbacks completed | If detractors are asked and nobody follows up, the survey itself starts to annoy people. |
- !Surveying only happy customers, which gives a flattering and useless number.
- !Not explaining the 0 to 10 scale in the customer's language.
- !Asking the score without asking why, which leaves you with a number but no action.
- !Changing the question wording between rounds, which breaks comparison over time.
If you have only a few hundred customers, you will learn more from speaking to them yourself. NPS also tells you little about a single transaction, so use a feedback survey instead.
Questions people ask
Does a phone NPS score compare with an email NPS score?
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Not directly. Phone surveys reach a broader, often less English-heavy part of your customer base, and people tend to score a little differently when speaking. Track phone NPS as its own series over time rather than mixing it with email results, and compare segments within the same channel.
How does the agent handle customers who do not understand the 0–10 scale?
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It explains in plain words — 0 means they would never recommend you, 10 means they definitely would — and gives an example. If the customer replies 'achha hai' instead of a number, the agent asks them to put it as a number rather than guessing one. The verbatim reply is still kept in the transcript.
How many customers should we call for NPS?
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Enough for each segment you care about to have a meaningful number of responses — a few hundred overall is a common starting point for a mid-size business, more if you want to compare cities or products. Since you pay only for connected minutes, a 90-second NPS call costs about ₹7.5 on Standard at ₹5/min.
Can we ask promoters for Google reviews on the same call?
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Yes. The agent can ask customers who scored 9 or 10 whether they would leave a review and send the link over WhatsApp. Do not ask detractors, and never offer an incentive in exchange for a positive review, which breaks Google's review policies and undermines the honesty of the survey itself.
Is an NPS call treated as promotional?
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A survey of existing customers about their experience is generally treated as a service call, not marketing. If you add an upsell or offer to the same call, it becomes promotional and DND rules under TRAI's TCCCP 2018 apply. Keep NPS calls about the survey alone and run offers as a separate campaign.
How much does an AI voice agent for NPS surveys cost?
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Outpero has no setup fee and no monthly base fee — you pay only for connected talk time, from ₹5 per minute (1 credit = ₹1, credits never expire), plus ₹649/month for a dedicated calling number. You pay only for the minutes the agent is actually talking. Prices exclude 18% GST.
Keep reading
Industries that use it
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