| Attempting to anticipate potential problems when running interactive voice response systems is far from straightforward – Samuel Bryant at Averion International Corp reflects on the importance of contingency planning
An interactive voice response system (IVRS) is a phone-based system that allows a user to enter and retrieve data through the guidance of voice prompts for the system. When used in a clinical trial, an IVRS reduces the costs and simplifies the process of patient enrolment and randomisation, drug inventory management, and patient reported outcomes. Therefore, every time the system goes down there is a direct impact on the budget for the sponsor, vendor, or both. Anticipating and avoiding causes for potential problems will help to minimise the amount of downtime a system experiences. Even the most robust systems need to have plans in place for unexpected system failures. Identifying and planning for potential problems ensures that when the unexpected does happen, the resolution is quick and efficient, users of the system have a seamless experience, and the downtime, which equates to cost overrun, is minimised.
ASSIGN AN IVRS RESPONSE TEAM
An IVRS spans across several technologies (including telecommunications, application design and support, database design and support, and server management), so it is not surprising that the IVRS relies on individuals with experience in each corresponding technology. Each member of an IVRS team must be assigned a defined role in supporting the system. This ensures that problem handling and support is provided more efficiently.
Each team member brings their expertise to the system; however, it is not enough for them to stay siloed in their particular role. Cross-training all IVRS team members ensures that the team can continue in the event that some members are not available. A secondary benefit to this cross-training is that it strengthens individual skills (including developmental paths in the company), which results in a robust IVRS development and support team. |
