IVR-based Surveys are Simple and Cost-effective Alternatives to CATI
June 26, 2013
By Ashok Bindra, TMCnet Contributor
With advances in voice recognition technology, interactive voice response (IVR) systems have improved significantly in last few years. As a result, many applications have emerged, including surveys via the telephone. In fact, IVR surveys, also sometimes called as automated telephone interviews, are simple and cost-effective alternatives to computer aided telephone interviews (CATI).
There are many benefits of IVR surveys. According to Square Systems Ltd., a well-designed IVR system is an effective resource, and the potential benefits in terms of accessibility, ease of communication and the quality of the feedback you receive are numerous. The company has developed an IVR system called Opinion-8 automated telephone survey, which is affordable and cost-effective. No extra equipment is needed, just online access. Plus, it is fully compliant with the W3Cs Web accessibility guidelines WCG 1.0. Offering a choice of written and audio survey maximizes the opportunity to participate for people with sensory disabilities, literacy difficulties, or limited access to computers and the Internet and increases access for all age groups.
Recognizing the benefits IVR surveys, United Nations World Food Program (WFP) has also launched a pilot project named mVAM to collect food security data through mobile phone surveys using IVR system and live interviews. The WFP project is being funded by Humanitarian Innovation Fund (HIF). Through short mobile phone surveys, WFP intends to collect critical data on food security in a quicker and more cost-effective way for the Democratic Republic of Congo (DRC), a huge country with very limited functioning infrastructure.
Koffi Akakpo, head of WFP’s Vulnerability Analysis and Mapping (VAM) unit in DRC, stated, “With barely any road, or seriously damaged ones, collecting data on food security and monitoring the situation is a real logistical challenge.”
The HIF is supported by the U.K. Department for International Development (DFID) and the Canadian International Development Agency (CIDA). Reports indicate that mVAM project will also be implemented in Somalia.
“These projects have the potential to make real, tangible improvements to our response to humanitarian emergencies. They will help stop disasters from becoming crises and make us swifter and more efficient in our attempts to save lives under threat,” stated Alan Duncan, U.K. International Development Minister.
Speaking of surveys via IVR systems, Interact’s Nimblevox allows a business or organization to quickly create an IVR application and deploy it to the available telephone number of their choice for immediate use, while all the telephony management and provisioning is taken care of by the system. Nimblevox passed a milestone by completing 500,000 calls for a client in one day.
Edited by Rachel Ramsey