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Setting up a Good IVR

Posted on 2016-08-22
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Last Modified: 2016-08-22
Say, I want to set up an IVR for ourselves and am looking for some guidance in regards to the following:
We are using a cloud based platform that accepts wav files for the IVR. Its a simple IVR to offer caller to choose department to speak with - but the callers are generally senior citizens.

NB the IVR will respond to key presses from a touch tone phone - not voice.

1.      Do you have any scripts / guidelines on the best practice for creating the script to assist users & to ensure user comprehension? Please bear in mind that we are dealing here with senior citizens 
2.      Other tips for setting up the IVR would be appreciated.
3. Would you recomend any backround music while recording the IVR or not.
Tx
Shaun
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Question by:shaunwingin
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Serena Hsi earned 2000 total points
ID: 41765596
Highly rate consumer-oriented healthcare providers, e.g., Kaiser Permanente (if you are on the West Coast USA) have implemented really good IVR systems. Contrast to hospitals and ERs that have very basic IVRs, if they're even in use.

For your leisure reading, here's an article abstract from NIH.gov about Utilization of High-Technology to Collect Health Risk Assessment Information from Medicare Members: A Feasibility Study of Interactive Voice Response (IVR) and an Online Survey Tool

NetWeave is the vendor that implemented Kaiser Permanente's IVR system.

And, here is the State of Florida Department of Elder Affairs webpage toolkit on interacting with senior citizens; it could serve as a guide as you are developing your IVR questions.
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by:Serena Hsi
ID: 41765600
On the background music part, skip it. You want the message to be presented with as much clarity as possible.
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