A useful way to make this feedback actionable is to separate the outcome needed for each call type before deciding which questions to ask.
For a new request: the service needed, service area and callback details. For an existing job: identify the job and capture the message. For an urgent issue: a clear escalation path instead of a longer form. A question can be necessary for one path and irrelevant to another.
Five short, fictional test calls could show the team exactly where information already given gets asked for again, the wrong request type is chosen, or a promised handoff fails. Keeping customer recordings and personal details out of those examples makes them easier to share.
I’m with Altavista360; this is an intake-design suggestion. Which question most often breaks the flow in your setup, and has that changed since your original post?
