IVR Technology Group

Why Real-Time Voice Surveys?

• Always On: 24 x 7 x 365 availability to capture and process surveys.
• A Great Customer Experience: The customer is transferred to the voice survey for frictionless continuity with their call session.
• Immediate Feedback: Your Qualtrics account receives survey results and metadata in real-time as it happens.
• Excellent Response Rates: On average, customers who opt to take an automated voice survey result in 50% or more response rates.
• ROI: With real-time data, you can take action in hours, not days or weeks (as opposed to passive emailed surveys)receipts or mailings directed to your customers to call to provide feedback.

Types of Automated Phone Survey Modalities

There are several different modalities currently in use by IVR Technology Group and Qualtrics customers:

Inbound
We define “inbound” as calls that are either direct-dialed or transferred into a unique telephone number (or SIP address) that we set up for our client’s consumption. Inbound generally comes in the following forms:

• Direct Dial – we set up either a toll-free or “local” telephone number(s) for the client’s exclusive use. Once dialed, the automated survey system will answer and walk the caller through the survey. As information/responses are collected, that information is forwarded via a secured API into the Qualtrics platform, directly to the Qualtrics customer’s account.
• Cold Transfer – generally used at the end of an interaction with an agent. The client’s telephone system transfers the caller to an inbound number(s) that IVR Technology Group sets up for the client’s exclusive use in this modality.
• Warm Transfer – similar to cold transfer; however, the agent stays on the line during the transfer to the survey number. Once the automated survey system picks up, the agent has an opportunity to input “session data” (agent ID, campaign number, other) and politely drop off. After the agent drops off the call, the system picks up with the caller and completes the voice survey without the agent on the line.

Outbound
Automated outbound calling, sometimes referred to as “robocalling,” can be set up to call out to a list of telephone numbers that the client provides.

The system automatically determines if a “live person” or answering machine picks up, a busy, no answer, or a network intercept. Each type of pickup receives special handling. Some customers will use caller ID as a screening device and elect not to answer the call. Some answer, but it may not be the party of record. Others may let the call go to their answering machine as they just could not be inconvenienced by picking up the telephone.