Interactive Voice Response

Definition

Interactive Voice Response (IVR) is a technology that allows callers to interact with a computer system through voice or keypad inputs to access information or services. IVR systems are commonly used in telephone surveys and customer service applications, where they can automate the collection of data and streamline communication between organizations and respondents.

5 Must Know Facts For Your Next Test

1. IVR systems can handle a large volume of calls simultaneously, making them cost-effective for organizations conducting surveys.
2. They allow for 24/7 accessibility, enabling respondents to participate in surveys at their convenience.
3. IVR can provide instant feedback and results, which is beneficial for real-time data collection and analysis.
4. The use of IVR in telephone surveys can lead to higher response rates compared to traditional methods due to its ease of use.
5. IVR technology often includes features such as speech recognition and text-to-speech capabilities, enhancing user interaction.

Review Questions

• How does Interactive Voice Response improve the efficiency of telephone surveys?
  • Interactive Voice Response improves the efficiency of telephone surveys by automating the data collection process, allowing organizations to gather responses from many participants without the need for human operators. This automation reduces wait times for callers and streamlines the survey process, leading to quicker data collection and analysis. Additionally, IVR systems can be programmed to handle complex questions and provide immediate feedback, enhancing the overall experience for respondents.
• What role does IVR play in increasing response rates for surveys conducted over the phone?
  • IVR plays a significant role in increasing response rates for telephone surveys by providing an accessible and user-friendly platform for respondents. The convenience of being able to respond at any time without needing to speak to an interviewer encourages more people to participate. Moreover, the automated nature of IVR systems can reduce the perceived pressure that some individuals may feel when answering questions directly from a live person, making it more likely for them to complete the survey.
• Evaluate the impact of speech recognition technology in Interactive Voice Response systems on survey accuracy and respondent satisfaction.
  • Speech recognition technology in Interactive Voice Response systems has a profound impact on both survey accuracy and respondent satisfaction. By allowing respondents to answer questions verbally rather than using keypad inputs, it reduces the chances of errors associated with misdialing or misunderstanding prompts. Furthermore, this technology enhances the natural flow of conversation, making surveys feel less robotic and more engaging. As a result, respondents are likely to feel more satisfied with their experience, which can lead to higher completion rates and more reliable data.

Related terms

Automated Survey: A survey method that uses automated technology, such as IVR, to gather responses from participants without human intervention.

Call Center: A centralized office used for receiving or transmitting a large volume of requests by telephone, often utilizing IVR systems for efficiency.

Response Rate: The percentage of respondents who complete a survey or provide feedback, which can be influenced by the use of IVR technology.