IF MANAGEMENT ASKS YOU HOW WELL YOUR IVR PERFORMS, WHAT CAN YOU SAY?
IVRs are generally wonderfully reliable systems that chug away processing huge volumes of routine transactions in call centre related environments.
But how do you know whether your IVR performs really well?
Experts probably designed, built and tested your IVR applications and there may be no evidence to indicate that they did not do a satisfactory job.
But, if any of your predecessors had that ‘set & forget’ mentality which is pervasive in the IVR industry, maybe there is room for improvement today.
Callers’ attitudes to IVRs have changed over time and call completion rates (the percentage of calls that do not need to be sent to a live agent) have gradually increased largely as a consequence.
You probably have IVR logs that enable you to track call completion rates and you may have noticed an increase.
However, can you be really confident that there is no further scope for improvement?
You need to be in a position where you can provide evidence, not only that your IVR’s performance has not deteriorated over time, but also that it works at least as well as the competitor’s system.
So how can you do this?
There are a number of expert organisations that provide traditional IVR performance improvement services.
But a new approach has just been developed in Australia that both complements some of the existing conventional approaches and also goes a significant step further.
This new approach, from Interaction Analytics, enables you to:
- For each opportunity that exists, quantify the extent of the achievable improvement.
- Rank all opportunities to improve your IVR application and focus on the biggest wins on an interaction step-by-step basis.
- Identify the ROI available for each of the available improvement opportunities, establish which are worth pursuing and avoid changes that will not deliver a worthwhile return.
The methodology determines the effectiveness of your application by comparing the success rate of each step in your IVR with that of a comparable, best-practice, benchmark IVR.
In addition advice can be provided about improving the effectiveness of your IVR in other ways. E.g., how it may be used to generate up sell and cross sell opportunities either through data mining or generic messages buried in the script.
For more information contact Barry Daniel on phone (02) 9660 4920, 0401 865 404 or EMAIL, you can also visit the website www.interactionanalytics.net