Solved

Setting up a Good IVR

Posted on 2016-08-22
2
43 Views
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
0
Comment
Question by:shaunwingin
  • 2
2 Comments
 
LVL 18

Accepted Solution

by:
Serena Hsi earned 500 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.
0
 
LVL 18

Expert Comment

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.
0

Featured Post

DevOps Toolchain Recommendations

Read this Gartner Research Note and discover how your IT organization can automate and optimize DevOps processes using a toolchain architecture.

Question has a verified solution.

If you are experiencing a similar issue, please ask a related question

The point of this post is to give you a copy/paste installation solution to setting up Asterisk 1.6 on Ubuntu 9.04 (or similar) server. # Setup the system apt-get install subversion apt-get install make apt-get install linux-source kernel-p…
Every year the snow affects people and businesses. According to the Federation of Small Businesses (FSB), in 2009, UK businesses lost an estimated £1.2bn (http://news.bbc.co.uk/1/hi/business/7864804.stm) because of bad weather. This article was c…
Migrating to Microsoft Office 365 is becoming increasingly popular for organizations both large and small. If you have made the leap to Microsoft’s cloud platform, you know that you will need to create a corporate email signature for your Office 365…
Although Jacob Bernoulli (1654-1705) has been credited as the creator of "Binomial Distribution Table", Gottfried Leibniz (1646-1716) did his dissertation on the subject in 1666; Leibniz you may recall is the co-inventor of "Calculus" and beat Isaac…

813 members asked questions and received personalized solutions in the past 7 days.

Join the community of 500,000 technology professionals and ask your questions.

Join & Ask a Question

Need Help in Real-Time?

Connect with top rated Experts

17 Experts available now in Live!

Get 1:1 Help Now