opinion-8 presentation given at the asc conference 2015
TRANSCRIPT
![Page 1: Opinion-8 presentation given at the ASC conference 2015](https://reader034.vdocuments.us/reader034/viewer/2022051213/55cd5e0dbb61eb2b618b4613/html5/thumbnails/1.jpg)
Automated Interviewing by Phone
Paul MurphySquare Systems
![Page 2: Opinion-8 presentation given at the ASC conference 2015](https://reader034.vdocuments.us/reader034/viewer/2022051213/55cd5e0dbb61eb2b618b4613/html5/thumbnails/2.jpg)
Voice - IVR = Interactive Voice
Response
Text - SMS = Short Message Service
What is it?
![Page 3: Opinion-8 presentation given at the ASC conference 2015](https://reader034.vdocuments.us/reader034/viewer/2022051213/55cd5e0dbb61eb2b618b4613/html5/thumbnails/3.jpg)
Key capabilities – Voice & Text
Automated, global and responsive
![Page 4: Opinion-8 presentation given at the ASC conference 2015](https://reader034.vdocuments.us/reader034/viewer/2022051213/55cd5e0dbb61eb2b618b4613/html5/thumbnails/4.jpg)
Capabilities of Voice
Accurate, constrained keypad entry.Speech recognition, less accurate.Free form verbatim.
![Page 5: Opinion-8 presentation given at the ASC conference 2015](https://reader034.vdocuments.us/reader034/viewer/2022051213/55cd5e0dbb61eb2b618b4613/html5/thumbnails/5.jpg)
Capabilities of Text
Keypad data capture only.Ample message length.Reliable delivery.
![Page 6: Opinion-8 presentation given at the ASC conference 2015](https://reader034.vdocuments.us/reader034/viewer/2022051213/55cd5e0dbb61eb2b618b4613/html5/thumbnails/6.jpg)
Use in market research
Ubiquitous, unbiased, immediate, large capacity
![Page 7: Opinion-8 presentation given at the ASC conference 2015](https://reader034.vdocuments.us/reader034/viewer/2022051213/55cd5e0dbb61eb2b618b4613/html5/thumbnails/7.jpg)
Voice in market research
Spoken interview using a familiar device
![Page 8: Opinion-8 presentation given at the ASC conference 2015](https://reader034.vdocuments.us/reader034/viewer/2022051213/55cd5e0dbb61eb2b618b4613/html5/thumbnails/8.jpg)
Text in market research
No time or environment limitations
Great one-question surveysReliable and convenient
![Page 9: Opinion-8 presentation given at the ASC conference 2015](https://reader034.vdocuments.us/reader034/viewer/2022051213/55cd5e0dbb61eb2b618b4613/html5/thumbnails/9.jpg)
Suitable studies
Employee engagement Large volumeVoice of Customer Guaranteed identity
![Page 10: Opinion-8 presentation given at the ASC conference 2015](https://reader034.vdocuments.us/reader034/viewer/2022051213/55cd5e0dbb61eb2b618b4613/html5/thumbnails/10.jpg)
Suitable questionnaires
Quantitative Disparate geography
Short Subject to change
![Page 11: Opinion-8 presentation given at the ASC conference 2015](https://reader034.vdocuments.us/reader034/viewer/2022051213/55cd5e0dbb61eb2b618b4613/html5/thumbnails/11.jpg)
How can we invite respondents?
Advertised freephone / freetextPost event voice transferPart of multi-mode study
Outbound Voice or Text
![Page 12: Opinion-8 presentation given at the ASC conference 2015](https://reader034.vdocuments.us/reader034/viewer/2022051213/55cd5e0dbb61eb2b618b4613/html5/thumbnails/12.jpg)
Cost considerations
Voice cheap - No per-question chargesCan be free to respondent
Outbound almost always free for respondent
![Page 13: Opinion-8 presentation given at the ASC conference 2015](https://reader034.vdocuments.us/reader034/viewer/2022051213/55cd5e0dbb61eb2b618b4613/html5/thumbnails/13.jpg)
Project suitability
Suitable question formats - open vs closedRules-based outbound dialling / Text
Question and questionnaire lengthOpen comments audio textConsistency and scales
Input validationLanguages
![Page 14: Opinion-8 presentation given at the ASC conference 2015](https://reader034.vdocuments.us/reader034/viewer/2022051213/55cd5e0dbb61eb2b618b4613/html5/thumbnails/14.jpg)
Example use cases
Using IVR as customer satisfaction tool in a contact centre.
Example using outbound calls to contact customers immediately after call.
Using SMS as a feedback tool. Example to elicit feedback after a site visit.
![Page 15: Opinion-8 presentation given at the ASC conference 2015](https://reader034.vdocuments.us/reader034/viewer/2022051213/55cd5e0dbb61eb2b618b4613/html5/thumbnails/15.jpg)
Paul [email protected]@Opinion8