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 Murphypaul.murphy@squaresystems.co.uk@Opinion8