Interactive voice response, or IVR Surveys, allows you to automate the call process through an interactive voice response system consisting of messages that have already been recorded. It is an advanced technology. Typically, customers or survey respondents don’t have to rely on enumerators and paper surveys. Instead, it includes a phone system that allows you to interact with a computer by simply answering questions via the keypad on the phone.
IVR Surveys: Overview
In survey research, IVR Surveys help the researcher distribute voice surveys in the form of automated phone calls. It also allows this survey data to be published by the respondent as indicated in the survey tool for further analysis. Using IVR Surveys, researchers identify the audience they want to use much more easily. It easily integrates an IVR tool into your with its survey platform. It then implements the automated surveys. This manual intervention also helps to collect quick responses from a large sample. The tool captures the answers accurately. In this way, it provides an easy transfer to the survey platform.
Using IVR Surveys to collect data remotely from the target audience also has its advantages. Thanks to IVR surveys, it is much easier to collect data from many people. Thanks to IVR systems, you can conduct research quickly, efficiently, and cost-effectively. Respondents also don’t need to make an appointment or be available at a specific time. They can simply take the survey at any time they wish.
How to Conduct IVR Surveys: The Steps
IVR surveys are administered to volunteers, especially those who wish to participate, following an interview with a company representative. The registered structure of IVR surveys, on the other hand, does not require a customer representative to read a survey and note the caller’s responses. It allows each caller to hear the same question and simply answer possible answers in the same way. Thus, much more accurate results emerge. It saves time in analysis and minimizes human error and response bias.
1.Plan your survey, from the research objective
The first step for your surveys should be to accurately determine the purpose of the research. This makes it easier for you to collect precise figures that will help your company’s management make decisions to improve itself. Before compiling the survey questions, you need to clarify what you want to achieve by applying the survey. You can investigate whether there are specific weak points in your sales or customer service pursuit that need to be improved. You can prepare surveys to organize customer satisfaction related to a specific product or service. You can also use surveys to assess whether you have the staff to cover the volume of your current order.
In short, if you create a survey without a goal, you will make your callers listen to a series of vague, irrelevant questions. At the same time, you will not achieve the result you want. You may not agree with the expectations of your customers or employees. For this reason, it is extremely important to prefer the research area first. Then it is necessary to create the questionnaire by asking appropriate questions.
2.Create your IVR survey
Once you’ve done the planning of your survey, you can create your IVR questionnaire, which includes recording audio questions and an IVR menu. With one question per search, you can make the survey quite simple and short. The longer you hold your survey session, the lower the rate at which people will complete these surveys. If people can’t answer your questions quickly, they won’t be able to understand what they’re doing. You should also consider that you don’t have time to go into all the little details that you would be doing during a phone call or face-to-face time. Instead of asking detailed questions to the people you survey, it’s important to choose more practical, need-appropriate questions. Basically:
- Decide on the questions you want to ask and keep them short and simple.
- Prepare the script that the IVR system will read.
- Set up your call flow. Determine the flow in which to ask questions.
- Test your system. Make sure everything in the system is working before going live.
3.Conduct your Survey
Once your IVR survey is created, your survey will need to be conducted. First, you will need to create the call center with the necessary equipment, software, sample phone numbers, and contacts. You can then search for the target sample and ask them to participate in the survey. You must communicate with metrics in real-time. Some of the KPIs you should consider are:
- Response rate: how many people have taken the time to respond to your survey?
- Completion Rate: How many people completed your survey?
- Time to Complete: How long did your survey take to complete? When you called people, was there a delay in finishing replies? Or was it finished too fast? Were there any outages before they were put on hold again?
- Call Abandonment Rate: How often does this happen in how many hours or days if people leave without completing their section of the survey?
- Average Pending Call Time (COT): IVR Surveys are calculated by receiving all calls waiting for the customer representative for one hour, if any, and dividing them by the total number of calls made during the same time.
4.Analyze your Results
Once you’ve done your survey, one of the most important steps is analyzing the results you have. After completing your survey, depending on the volume of data and the complexity of the analysis, you will have the opportunity to collect and analyze the data, which can be done manually with special software.
Pros & cons of using IVR surveys
as well as you need to know the disadvantages.
Pros:
- Saves time
- Reduces human error
- Simplifies data collection
- Identifies hidden problems and helps you solve them
- Helps you get to know your customers
- Provides higher sales and customer satisfaction
Cons:
- Reduces human interaction
- Makes it difficult to ask and answer open-ended questions
- Participants can simply hang up immediately to finish the poll quickly
IVR Surveys are very important to determine the overall performance of your company. If your current phone system doesn’t have a post-call survey feature, you can experience it through VoIPinger.
