Smart IVR Software For Elections Management And IVR Surveys

IVR calling software has more than one use case. You may have heard about its extensive use in contact centers, but IVR telephony solutions are used in various other industries as well. Two of the most common applications for IVR calling software are election management and surveying.

This blog will discuss how IVR empowers election management and how IVR surveys are superior to manual surveys. We’ll conclude with IVR case studies. But first, let’s take a brief look at what intelligent IVR is.

What Is Smart IVR?

Intelligent IVR, also known as smart IVR, is a cloud-based interactive voice response system that enables incoming callers to get necessary information by interacting with a computer-operated system. This call center solution responds with pre-recorded or dynamically generated audio to direct users on how to proceed or what to do.

Besides that, this self-service solution is used in a range of industries, including banking, tourism, and mobile service providers, to help customers get instant solutions and needed guidance to their queries. As one might expect, intelligent IVR calling software offers several advantages, including:

• Automated customer service
• Intelligent call routing
• Actionable insights
• Cost-efficiency

Let us now proceed to the next section to learn how IVR calling software takes election management to the next level.

How Does Smart IVR Empower Election Management?

Election campaigns are becoming more technology-driven, data-centric, and time-sensitive. Political parties and candidates are leveraging advanced election management technologies such as IVR telephony to reach a larger audience in less time, gather valuable information and reduce costs.

The four factors that explain the role of smart IVR calling software in making election management organized, automated, and swift are as follows.

A. Automated Process

As an election campaign manager, your goal should be to reach out to a large number of voters, educate them on your policy, and solicit their feedback. This process is indeed time consuming and intimidating, especially when the voter base is large and you are doing it manually.

This is where IVR call center software for elections comes into play. Using this call center solution, you can automate the entire process, from calling the voters to informing them about your policies via recorded messages to receiving feedback. This will save time as well as streamline the process.

B. Reach A Large Audience

Another advantage that the election management team enjoys from investing in IVR calling software is the ability to reach a large number of people in a short amount of time. As previously said, during the election campaign, you are expected to reach as many voters as possible- after all, every vote matters, right?

The intelligent IVR telephony solution will certainly assist you in achieving this goal to a large extent. The system can work 24/7 and make calls to the targeted audience. This is not possible with manual calling. Eventually, you can reach a large number of people in a short period of time.

C. Measurable Insights

The third advantage of IVR calling software that improves election management is that it provides measurable insights. In the case of manual calling, the voter feedback you receive is disorganized and scattered. You get very little to nothing out of it.

On the contrary, IVR telephony allows you to collect and store feedback in a structured manner. You can also analyze these data multiple ways to generate rich reports with valuable insights. These statistics will help you steer your ongoing campaign in the right direction or plan a new one.

D. Cost-effective Approach

The fourth major advantage of IVR calling software for election management is cost-effectiveness. Unlike manual campaigns, IVR campaigns do not require manual labor, nor do you need to rent offices/physical premises or maintain the phone system.

The software will be maintained by an IVR hosting company, and the campaign will require very little staff to run. Besides, even a small room or two would be sufficient to house the entire IVR campaign management team. All of these factors will result in significant savings.

What Makes IVR Survey Better Than Manual Survey?

In addition to empowering election management, IVR calling software can play an important role in making surveys more accurate, quick, and insightful. Some of the advantages of IVR surveys over manual surveys are as follows.

A. No Manual Intervention

The first significant benefit of IVR surveys is that there is no manual intervention. This means that the results are always accurate and precise. On the other hand, in the case of manual surveying, there is always the possibility of tampering with the survey data. Further, the strategy based on such tempered data may eventually produce no good results.

However, with the help of IVR calling software, you can effectively eliminate this threat. Since the entire surveying process will be automated with no human intervention, you can be sure about the accuracy and preciseness of the findings.

B. Easy Modification

Another major benefit of IVR telephony solutions in surveying is the ability to easily modify the questionnaire, question flow, and scripts based on your objectives. Most IVR (Interactive Voice Response) software has a very simple process for modification.

Assume you are a real estate website conducting a survey to learn about the requirements of potential buyers. The survey currently has 10 questions. However, you decide to include two more questions, one between questions 3 and 4, and one at the end. Such modifications are easy to implement through the IVR calling software.

C. Consistent & Scalable

Manual surveying cannot guarantee the consistency of the survey because multiple surveyors work on it. Sometimes they miss the question to ask or fail to comprehend what the respondent has said. This often results in ambiguous data that has no value.

Moreover, expanding the survey’s coverage would be difficult because it would necessitate more workforce, infrastructure, and investment. However, with the help of IVR call center software, you can efficiently address both of these issues since cloud-based IVR call center solutions are both scalable and generate consistent results.

D. Improved Analytics

The fourth factor that distinguishes IVR surveys from manual surveys is improved analytics. In manual surveying, gathering, storing, and analyzing respondents’ feedback is a complex and time-consuming task.

However, IVR calling software allows you to efficiently collect respondents’ feedback, properly organize it, and intelligently analyze it per your objectives. The detailed analytics will eventually assist you in better understanding the respondents’ feedback and concerns about your service, products, or other offerings.

Now, let’s look at some IVR case studies to see how this call center solution greatly assisted or played a critical role in significantly improving operations.

IVR Case Studies 2022

The following are two IVR case studies that demonstrate how the technology has helped these companies.

1. Delta Airlines

Delta Airlines wanted to make the flight ticket booking process more convenient and customer-focused for travelers. However, the traditional IVR calling software lacks modern functionalities that can help achieve this goal.

The company switched to a conversational IVR system that can recognize each caller by number and offer them the best solutions. The move helped Delta to save $5 Million a year!

Results:

• Callers requesting a human assistant decreased by 10%.
• 75% of calls successfully captured the caller’s intent to call.
• Misdirected calls have decreased by 15%.

2. NYC311

Every year, NYC311 receives more than 20 million non-emergency calls. Although the traditional call management process was quite successful, the local administration wanted to modernize it and make it more customer-friendly. 

They switched to an NLP-enabled IVR calling software that can understand callers’ requests and guide them accordingly.

Results:

• Human agents’ workload has been reduced by 25%.
• NYC311 call center’s overall efficiency increased by 20%.
• ~25% drop in operational costs.

So that’s all about intelligent IVR calling software and its advantages in election management and surveying. We hope these details, along with the IVR case studies, have helped you better understand this call center solution.

Do you have similar problems as Delta Airlines? Or do you want to upgrade your current call management system? Invest in DeepCall’s hosted IVR system. This IVR call management software will assist you in managing incoming calls and routing them to agents based on IVR selection. Schedule a free demo to understand the product better.