Telephone / IVR
At Lake we use the industry recognised software Confirmit for all our telephone interviewing.
Confirmit software (Bellview) is a robust and proven system for carrying out survey research via the telephone, and provides a centralised management approach to all aspects of telephone research. It automatically manages the sample (contact details), appointments, callbacks, open-ends, and reporting.
All call outcomes are logged to provide statistics on screen outs, refusals, terminates and any other call outcomes for monitoring purposes, and the software offers full support for interviewers, coders and supervisors. The supervisor facility also enables the management of surveys, interviewers, reports, and the entire system from a single, central menu.
All interviewing is conducted in-house at our onsite telephone unit. All of our interviewers are qualified market research interviewers and are trained to ISO 20252 standards.
In accordance with our quality controls at Lake, we conduct a minimum of 10% live monitoring of each interviewer’s shift to ensure that projects are running smoothly and efficiently.
What is IVR?...
A computer driven telephone technology enabling people to respond interactively to voice messages. IVR offers a new era of interviewing via self completion over the telephone.
QUALITY
Each questions is perfectly delivered for emphasis and tone of voice and is replicated across the entire sample and consistently over time
REACH
Access by phone ensures equal opportunity to all.
COVERAGE
The opportunity to respond at every touch point through the service journey, capturing the events that matter most to individuals, drilling down on the issues that drive their delight or dissatisfaction.
SPEED
Data captured can be reported live, online, enabling response within minutes of an event. Email alert 'flash reporting' and 'Voice of the Customer' verbatim comment in immediately accessible, online or by phone.
IVR FEATURES
- Pre coded and open ended response
- Routing by response
- Rotation of questions
- Randomisation of scales
- Prompting and probing
- Replay under the respondent's control
- Email alert - immediate flash reporting of events as they occur
- Voice of the customer - access to verbatim comments
- Reporting portal
- International - operation in any language / language of choice
