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Automated Interviewing by Phone
Paul MurphySquare Systems
Voice - IVR = Interactive Voice
Response
Text - SMS = Short Message Service
What is it?
Key capabilities – Voice & Text
Automated, global and responsive
Capabilities of Voice
Accurate, constrained keypad entry.Speech recognition, less accurate.Free form verbatim.
Capabilities of Text
Keypad data capture only.Ample message length.Reliable delivery.
Use in market research
Ubiquitous, unbiased, immediate, large capacity
Voice in market research
Spoken interview using a familiar device
Text in market research
No time or environment limitations
Great one-question surveysReliable and convenient
Suitable studies
Employee engagement Large volumeVoice of Customer Guaranteed identity
Suitable questionnaires
Quantitative Disparate geography
Short Subject to change
How can we invite respondents?
Advertised freephone / freetextPost event voice transferPart of multi-mode study
Outbound Voice or Text
Cost considerations
Voice cheap - No per-question chargesCan be free to respondent
Outbound almost always free for respondent
Project suitability
Suitable question formats - open vs closedRules-based outbound dialling / Text
Question and questionnaire lengthOpen comments audio textConsistency and scales
Input validationLanguages
Example use cases
Using IVR as customer satisfaction tool in a contact centre.
Example using outbound calls to contact customers immediately after call.
Using SMS as a feedback tool. Example to elicit feedback after a site visit.
Paul [email protected]@Opinion8