IVR Surveys – Advanced Skip Logic

Skip logic is a function of IVR surveys that permits you to skip to a specific question in the survey, based on how a participant answers a previous question. It is very important that you make note of this, as your IVR service provider will want to know this in advance. It impacts the effort involved, and each option will need to be tested. Here is an example of a call center, post call customer satisfaction survey that demonstrates this useful function:

 

 

 

Was your issue or concern resolved on the first call? Press 1 for Yes Press 2 for No If the Issue or Concern has not yet been resolved, Press 3

If  1 Go To Q8 If  2 Go To Q7 If  3 Go To Q11

 

This is how it follows:

 

Q7	In total, how many calls were you required to make in order to resolve your issue or concern? Press 1 for 1 call Press 2 for 2 calls Press 3 for 3 calls Press 4 for 4 calls Press 5 for 5 or more calls	If  1 Go To Q8 If  2 Go To Q8 If  3 Go To Q8 If  4 Go To Q8 If  5 Go To Q8
Q8	Using the same 1 to 5 scales, how would you rate your satisfaction with the number of calls required to resolve your issue or concern?
Q11	Would you like to be contacted by a manager? Press 1 for Yes Press 2 for No

 

To help you successfully execute your IVR survey project, I have written a guide (which you can download for free):

http://www.datatel-systems.com/whitepapers/IVRSurvey_Request.htm

To Your Success,

Barnard Crespi
CEO
Datatel

IVR: Selecting The Right Voice Talent For Your IVR Survey.

Selecting Voice Talent for your IVR survey is a key consideration, as she/he will be representing your company; she/he is your spokesperson. As well, she/he should have experience in recording prompts for IVR surveys, as the pace, pronunciation, and intonation is important to keep the caller engaged. Before you select Voice Talent, ask to listen to a sample, and remember, just because she/he may have broadcast experience that doesn’t necessarily mean they will know how to engage a caller on a survey. Listen to a sample survey recording, first and foremost, you want someone who makes the survey flow, and is easy to understand.

 

To help you successfully execute your IVR survey project, I have written a guide (which you can download for free):

http://www.datatel-systems.com/whitepapers/IVRSurvey_Request.htm

To Your Success,

Barnard Crespi
CEO
Datatel Inc/Datatel Communications Inc

Writing your IVR Survey Script

A few simple steps to writing your IVR survey script.

With your paper or web based survey, try to re-write it as if you were the caller hearing your survey over the phone. What would make you stay engaged, and interested in continuing? Remember that your participant will need instructions, what is common sense in a paper based or web survey, may not be in an IVR survey, so provide detailed instructions on how to respond. Here are a few examples of how to format your survey and provide simple yet detailed instructions to the participant.

Here is a brief example on how you can get started.

 

 

INTRODUCTION	Thank you for taking the time to complete this survey, it will take no more than a minute and a half of your time – we value your opinion.  This survey -  will be used by “Your Company Name” to improve your customer service experience This survey is designed to ensure your anonymity and all information obtained will be held in strictest confidence.Please listen to the entire question before responding.
Instructions_1	By pressing the numbers on your telephone keypad please rate on a scale of 1 to 5, where 1 is poor and 5 is excellent, your satisfaction with “Your Company Name” on the following aspects of the call. If you’d like to have the question repeated, Press 9 If you’d like to repeat the instructions Press 0
Q1	How easy is it to contact us?
Q3	How well did our representative address your concerns?
Q4	Was our representative (or title) professional?
Q5	Was our representative (or title) knowledgeable?

To help you successfully execute your IVR survey project, I have written a guide (which you can download for free):

http://www.datatel-systems.com/whitepapers/IVRSurvey_Request.htm

To Your Success,

Barnard Crespi
CEO
Datatel

www.datatel-systems.com

Getting Started with IVR Surveys

There are undoubtedly many businesses in your vertical that conduct customer or employee surveys. Some use the web, others are paper based, some utilize IVR (Telephone), and many a combination of all three. Most first time users of IVR as a surveying medium begin by taking a copy of an existing paper or web based survey. They think that because the survey is working successfully as either paper based or on the web that it will do well in an IVR environment. This is not always true. Interfacing with a caller is very different than interfacing with a reader; after all we are employing different senses.

 

The fact is that most paper surveys or web based surveys require significant copy changes before they can be optimized for an IVR environment. The good news is that with this course you should be able to begin the process right away.

 

 

You should never loose sight of your objective, which is to collect objective, actionable information. Your survey should be clear, concise, compelling and easy to navigate. This will certainly result in higher completion rates.

 

 

 

To help you successfully execute your IVR survey project, I have written a guide (which you can download for free):

 

http://www.datatel-systems.com/whitepapers/IVRSurvey_Request.htm

To Your Success,

Barnard L. Crespi
CEO
Datatel Inc/ Datatel Communications Inc