Automated surveys - Opinion-8 IVR surveys in practice
Automated IVR surveys can be set up very quickly with Opinion-8. Because the survey system is online, you can set the survey up or amend it from anywhere. Set up is quick and easy, and is done on a secure website.
Automated survey choices: Integrated web and IVR options
Opinion-8 IVR surveys come with an integrated web survey. If you opt for an automated IVR survey you can therefore easily set up an online version of this survey at little extra cost. This allows you to offer your target group a choice of survey method most convenient to them, increasing accessibility and participation rates.
How to get started with automated surveys
- Survey scripting: Once you have decided on Opinion-8 automated surveys, you need to clearly identify the objectives and the broad questions you want answered. We can also assist in developing the questions for your survey. Either way we will check that they work well on an IVR system and may make recommendations for improvement.
- Recording and testing: Questions are recorded - by you or by us - and the survey is tested.
- The survey goes live: If you are running a market research campaign where you are asking people to call the survey direct, you will first run a campaign advertising the number. The survey will start as soon as participants call the number given.
- If you are transferring callers to the survey via another telephone interaction they are first asked - either in person or by a voice recording - if they would like to offer feedback. If they agree, their call is then put through to the Opinion-8 voice server at the end of their interaction with the customer service representative. Relevant information about the call (agent ID, caller telephone number, etc) can be attached to the survey data.
- The caller is then presented with a set of pre-recorded question, and asked to respond using the telephone keypad. They can also leave verbatim comments. As soon as they hang up, the survey results are saved and compiled.
- Analysis: Data and any recordings of comments are saved and compiled on an ongoing basis by the Opinion-8 server, and are immediately available for review. Any comments that require transcription (ie. voice recordings) can be categorised and transcribed. The raw data for any survey can be directly downloaded as an Excel spreadsheet.
Transferring calls to the Opinion-8 automated survey
If you are transferring callers to the automated survey, calls can be transferred manually by the Agent, automatically, or you can use call-back. Which option - or which combination of options - is best for you will depend on a number of factors. See transferring callers to the automated survey to find out more.
Creating automated survey reports
A number of standard reports are available. Opinion-8's easy-to-use analysis tools create graphs or tabular reports for different sets of data over any specified time period. Your Opinion-8 home page can be customised with a menu of favourite reports for quick access to the information you need. Raw data can be downloaded as CSV files and opened in an Excel spreadsheet. Alerts can be configured via SMS or email to inform managers if customer satisfaction falls below pre-defined levels, so that action can be taken immediately.
See IVR survey reporting for example reports. Or try our demo now for a quick and simple visual demonstration of how the Opinion-8 survey system works, with instant access to results of the survey and powerful reporting tools to analyse the data.
Contact us for more information