For folks in the IVR world, the goal is to keep as many calls contained in the IVR as possible. This is known the call containment or automation rate. The higher the percentage of calls contained in the IVR the fewer calls agents have to field.
Unfortunately, legacy IVRs don’t do well when it comes to containment rate. Most companies are lucky if they can get their containment rate as high as 50%. If that number seems a bit low, well… it should. Especially for large enterprises that receive thousands of calls per day.
This chart shows how containment rates affect customer service costs for medium and large enterprises. Here we’re assuming that the companies field 90,000, and 3,000,000 calls per month, respectively. The average cost per call for an agent is $5, so we used that, and we’re assuming an IVR cost of $0.20 per call.
As you can see, a higher containment rate saves a lot of money.
We’ve discussed containment rates here before, including analog ways to optimize your IVR and how to use diagnostic flow in VoiceTrends to get at the question of how to improve containment rates.
Nevertheless, the reality of IVR is that getting the efficiency you want can be a struggle with a legacy IVR system. And it’s not just because these systems aren’t user-friendly and take a long time to program.
No, legacy IVR systems simply aren’t designed to achieve that type of optimization. Too often, people think of IVR in terms of call routing. Here at Plum Voice, our IVR can certainly do that, but it’s designed to automate entire processes, from start to finish, using real-time data integrations.
Plum lets you expand the capabilities of your IVR so that you can automate more customer inquiries and provide answers faster. And the faster you can help customers the happier they tend to be.
This is what we mean when we talk about balancing high automation with high customer satisfaction: the former leads directly to the latter.
Discover how Plum Voice IVR can help you do more by setting up a demo today.
Publish Date: October 17, 2017 5:00 AM
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.
CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.
This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.
PH: 01442 458300
SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.
Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.
Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.
*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.
|Bring Your Own Telecom: Is it Worth Doing?||July 26, 2018 5:00 AM|
|Visa Verified: Plum Voice Secures a Listing on Visa’s Global Registry of Service Providers||July 12, 2018 5:00 AM|
|What You Need to Know about Poor Call Quality||June 7, 2018 5:00 AM|
|Fairly Allocate Call Transfers to Multiple Contact Centers||May 17, 2018 5:00 AM|
|Making Natural Language Processing Feasible with Artificial Intelligence||February 8, 2018 5:00 AM|
|Outsourcing or DIY? Find the Right IVR Development Approach||November 30, 2017 5:00 AM|
|IVR That Saves $5M per Month||November 16, 2017 5:00 AM|
|The Limitations of Speech Rec & How to Combat Them||November 2, 2017 5:00 AM|
|Why Not All IVR Software Is Created Equal||October 17, 2017 5:00 AM|
|How to Get More From Your IVR with Artificial Intelligence||September 28, 2017 5:00 AM|