SurveyMonkey Powered Online Survey

TMC is conducting a market research survey to evaluate companies’ IVR System deployments and their uses in a traditional call center. We're also trying to understand how companies are looking to upgrade their IVR systems in 2011 and beyond.

The results of the survey will be published in an upcoming issue of Customer Interaction Solutions magazine and on TMCnet. The survey is 8 multiple choice questions and will take no more than 2 minutes of your time.

Question Title

* 1. What is your industry?

Service

Education/Government

Retail

Other

Utility

Heath Care

Insurance/Financial

Question Title

* 2. Do you have an in-house or outsourced call center?

YES

Question Title

* 3. How many agents--in-house and outsourced--do you have that answer calls?

1-24

25-49

50-99

100-249

250-500

500+

Question Title

* 4. How many calls a month are handled by all agents?

0-9,999

10,000--49,999

50,000--99,999

100,000--499,999

500,000+

Question Title

* 5. Do you currently have an IVR that responds to customer inquiries?

YES

Question Title

* 6. Which of the following statements best describes your timeline for purchasing a new IVR system?

We have bought a system recently and do not need to purchase a new one.

Within the next 1-2 months we would like the system up and running.

Within 6 months is ideal to have the system up and running.

We would like to have the project completed within a year.

An IVR application is not an important project at this time.

Question Title

* 7. What percentage of your calls go through your IVR that responds to customer inquiries?

10%

20%

30%

40%

50% or more.

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* 8. What percentage of the calls through the IVR are completed successfully?

0-10%

11%-20%

21%--35%

36%--50%

50% plus

Question Title

* 9. Contact Information: (please enter all your contact info so that we may contact you regarding the prize)

First Name

Last Name

Phone

Company

Title

Address

City

State

Zip

Country