Your survey may require the caller to provide an answer to an open ended question. For example, your survey may ask: “After the tone, please state why you have selected this overall satisfaction rating choice, please complete your answer by pressing the # key.” Your IVR service provider will most likely record the answer as a WAV file, which you can listen to on your PC. However, if you want to database all responses, you will have to transcribe each recording and place it together with the survey responses for that specific record. For this purpose you will need to hire, (or use internal resources), a transcriber who, will listen to each voice recording and type the contents into the database. You must be thinking, this is going to take forever, managing the voice files, searching for the correct survey record on the database, listening to the voice file (s) and typing the content. How am I going to do this for 100”s of records? You are right; it can take significant resources if you don’t have access to the right tools. A limited number of IVR service providers will provide you with a transcription tool, which will allow you to listen to each recording sequentially (already linked to the database record), type and submit content directly to the database. This process can save you 100 of hrs of work, as it involves no administration.
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
Posted by theivrexpert 