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Following is a list of common IVR survey approaches:
• Inbound IVR Survey
In this method, an invitation to participate in the survey is sent via email, letter, or printed marketing materials and the customer calls in to take the survey (usually via a toll-free number). This methodology works well when the service has taken place in a retail or food service environment.
• Outbound IVR Survey
In an Outbound IVR survey, the customer is called to participate in the survey via an automated system, from customer information that was collected as part of a transaction. In this method, it is important to consider the volume of customers calls going through the company call center, and understand the implications of those calls on the overall phone system.
• Call Transfer IVR Survey
With a call transfer IVR survey, customers are invited to participate in a survey at the start of the support call then transferred to the pre-recorded survey once the transaction is complete. This is an example of a post-call IVR survey. The invitation to participate can be made with an automated question prior to connecting with a customer service representative, or by having the representative offer the survey prior to discussing the customer’s issue. Call Transfer IVR Surveys are an ideal method because they collect immediate reactions and top-of-mind customer feedback.
• IVR Hybrid
This method uses an outbound call with a live representative soliciting participation in the survey, followed by a call transfer to the automated survey once the customer agrees. This is another example of the post-call IVR survey method. This is a useful methodology when a live representative is needed to help provide context for the survey request or the survey content.
Once the survey methodology has been chosen, there are a few IVR best practices to consider in the actual design of the survey questions.
Professional Voice Recording for Phone System.
Keep in mind experience, quality, and breadth of service are of the utmost importance when choosing a voice recording company. Look for a company that bundles voice talent, a professional-grade sound studio, and the technical expertise to back it up. Email info@weenstudio.com to learn about our on-site talent and facilities, as well as our full library of royalty-free music and effects that can add liveliness and variety to your customers’ IVR recording experiences.
While some voice over services charge for each individual recording or prompt, we take a more practical approach to pricing. After letting you hear a recorded sample based on the text you provide, we record all the IVR prompts you to need, creating separate files as necessary. We then offer a package price for the entire order.
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