If you are running a survey using IVR, or planning on doing so, here are a few things you can be doing to increase the number of people who want to participate in your IVR survey? What I have found is, that organizations who experience the highest completion rates are those who can effectively incorporate and answer the following questions to potential participants in both the “Invitation to participate” (this would be your printed material/or what an agent tells the caller) and “The Survey Introduction” (when they call in).
- Why am I doing this?
- How long is this going to take from my busy day?
- What are you using this information for?
- Are my responses confidential?
- What is there in it for me? – I am not encouraging reward based participation, although this might work, however, I am saying that providing an incentive, or a valid reason, to the caller, may encourage them to participate and stay engaged.
You may use your own creativity to engage the caller; as long as you can answer these questions you will increase your chances of higher response rate.
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To Your Success,
Barnard L. Crespi
Datatel Inc/Datatel Communications Inc.