Short prezo on Interactive Voice Response technology and ways that "robocalls" can be be used and integrated for survey data collection.

1. IVR

2. About Us

3. About Us
3
• 30+ years in marketing research
• Client services
• Data collection and data processing
• Involved with system integrations
• North Central Chapter I-A Board Member
• PANJAAPOR Chapter Board Member
• Chicagoan
• UIC Alumni
About ReconMR About Dan Rangel
• Academia
• Public Policy
• Social Science
• Commercial MR
• Government
• Media Organizations
• Enterprise

4. Types of Modes
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Paper
Surveys
Phone
Surveys
Online
Surveys
IVR
Surveys
IOT
Surveys
AI
Surveys
SMS
Surveys
Integra-
tions

5. Types of Modes
5
IVR
Surveys

6. IVR

7. What is IVR?
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Interactive Voice Response
Automated call interviewing
 Pre-recorded voice prompts
 Respondent enters a response
 But it is more than “Robocalls”
 Multiple modes
 Integrations

8. IVR Outbound
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Outbound
 Brand with client call ID
 Call by hours and/or days according to your rules
 Call during certain business hours

9. IVR Inbound
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Inbound
 Receive calls via a toll-free number
 IVR leads the call to an agent
Toll free phone #

10. IVR Best Practices
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Message
 Brand or tagline (including audio taglines)
 Purpose
 Be upfront - state length or # of questions
Make Use of Sample Info
 Personalized greeting
 Purpose
 Add any transactional data (date,
location, etc.)
 Personalized goodbye message – Thank
the respondent and let them know they
completed the survey
Other Best Practices
 Add error messages (i.e. Invalid Selection)
 Repeat option
 Structured scales – single digit (but capable for 2-
digit for NPS Scores)
Other Rules of Thumb
 Keep the survey short, 5 questions or less, max 10
 Keep the question responses to 5 or less
 Update the question responses for any new products
or services
 Give the option for ”anything else?”
 Be mindful of the time zones when dialing

11. IVR Features
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 Complex Logic
 Based on …
 previous responses
 sample data
 system information
 Rotation
 Questions
 Response options
 Question controls
 Time out
 Pound
 Star
 Multi-language
 Including switching
languages
 Sample Management
 Call routing
 Call blending
 Integrations of Text-to-Speech
and Speech-to-Text technology
such as Google, Watson, Poly, etc.
 Set quota management rules such
as a certain number of completes
per quota

12. IVR Audience
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 Quick polling
 Follow-up survey questions
 Demographic
 Cultural

13. Email: Daniel.Rangel@ReconMR.com