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Article : Six Design Tips to Improve IVR and Save Time and Money

Rob Crutchington, Director at Encoded discusses the optimum approach to adopting an IVR system that delivers the best results for the company - and for its customers.

Ask people in the street about interactive voice response (IVR) systems and you are likely to get very different viewpoints. Loved by many as a quick way to make a payment, check a balance or top up credit on a mobile ‘phone, many customers are happy to use a self-service IVR solution.

However, other people just want to speak to someone directly and do not want to spend several minutes listening to a recorded message and selecting different options. Worst of all is when the caller ends up in a loop back where they started and then they have to repeat everything to a live contact centre agent.

There is no denying whether you love or loathe them, IVR solutions implemented well can help to deal with high call volumes, reduce cost and improve customer service. Business hours can be extended to provide a round-the-clock response, every day of the year, and seasonal spikes can be managed to take payments which would normally require temporary staff or costly overtime.

The secret to IVR is making it available to those customers who want to use it, while not frustrating those who would prefer to talk to a contact centre agent. To help achieve this careful balance here are six design tips to ensure this response channel works for the contact centre and its customers:



1) Integrate IVR with Business Processes

The ideal solution is to provide an integrated IVR system that enables customers to self-serve for the majority of simple enquiries, such as checking balances, making payments or managing accounts. Once these are in place it frees-up valuable agent time to deal with urgent or more complex enquiries.

2) Keep Call Options Simple

Keep the options on the call simple and intuitive, with clear and concise prompts, so that callers can navigate the IVR system quickly and easily. Once they have a positive experience, customers will want to use this method of self-serve routinely and come back more often.

3) Provide Customers with Confidence in the System

Callers that are happy to use automated services are usually very capable. There is no need to feedback every entry, which can slow down the process and make people opt out along the way to speak to an agent. The best approach is to repeat only important information such as payment amounts and account detail confirmation. Trust the caller is entering in the correct information and set verification checks so that incorrect data can be spotted and acted upon, without frustrating the majority of competent customers.

4) Speak the Same Language

It is important to ensure that any automated voice system is appropriate for the audience. Tone of voice, style and speed of delivery are all important considerations to ensure a positive experience.

5) Meeting Customer Needs

No matter how smooth the IVR system, there will always be some customers who prefer to speak to someone. Offering an opt-out choice to speak to a live agent is essential. Once a call is rerouted, ensuring that it is ‘intelligently’ handled is essential. When a customer is put through to the contact centre detailed information on the caller should be available in a customer relationship management (CRM) system, so that the call is handled quickly and efficiently.

6) Keep Checking

Like all systems, it is important to keep monitoring and evaluating IVR solutions. Keep a check on call performance data to identify areas for improvement. Reports on call flow monitoring, recording calls and real time statistics help to measure whether the system is delivering the required results.

With IVR systems there are definite benefits to be had - for your business and your customers. Getting the design right and using the most appropriate technology, at the least possible costs, can save both time and money. Research from ContactBabel published last year revealed that the average cost of a telephony IVR self-service session is 65p, compared to £3.87 for a live agent call, £3.70 for an agent-handled email and £3.00 for a web chat session. This means that IVR costs 6 times less than a phone call. With figures like this even people in the street would agree it is worth getting it right.


About Encoded Ltd.:
Company LogoEncoded provides interactive voice response solutions and automated payment solutions. Encoded has invested in achieving the highest level of PCI DSS compliance. It has a Level 1 Attestation of Compliance (AOC) which applies to organisations that store, process and/or transmit more than 300,000 Visa transactions per year it also appears on the Visa Europe Merchant Agents List.
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Today's Tip of the Day - Knowledge Based Solution

Read today's tip or listen to it on podcast.

Published: Wednesday, August 26, 2015

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2024 Buyers Guide Analytics

 
1.) 
Alvaria

Noble IQ
Turn business insights into actionable intelligence. Noble’s IQsolutions provide you with rich and robust customer data that can transform your business. Automate decision making and campaign management and refine the quality of interactions with precision and efficiency. We have developed proprietary and patented tools to help you make sense of data on your current operations and then help you make strategic decisions to improve performance and efficiency. Identify who your best customers and prospects are and the ideal methods to reach them. Understand what types of campaigns work best for your business and how to optimize underperforming campaigns. And nake real-time decisions rather than looking back to see what went wrong.

2.) 
BPA Quality

Call Center Quality Monitoring
Outsourced call center quality solutions including Multi-lingual, Multi-Channel Quality Monitoring, Call Center Consulting, Psychometrics & Analysis of Customer-Agent Interactions, Cloud-based Quality Analysis Software configured by Needs, Virtual & In-person Training, Speech Analytics & Speech Analytics Management.

3.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
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4.) 
DialogTech

DialogAnalytics™
Powered by AI, DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. With the power of conversation intelligence, you can learn which channels, ads, keywords, and webpages drive the best sales calls, if the caller converted, and more.

AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away.

With DialogAnalytics, you can get a...
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5.) 
eGain Corporation

eGain Analytics
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.

6.) 
Pointel

CXi - Customer Experience Insights
Pointel CXi, the IVR analytics platform, maps the entire customer journey and analyzes calls end-to-end to turn data into actionable insights. Centralized reporting is essential for seamless customer journeys, as it is critical to know where calls are transferred or abandoned.

CXi generates multiple reports on IVR performance, the Customer-IVR interactions, and sticking points in the IVR that cause customers to struggle. CXi’s IVR Analytics platform provides a comprehensive understanding of customer engagement.

Pointel Customer Experience Insights (CXi) delivers actionable information that enables businesses to reduce customer effort, operational costs and increase contact center effi...
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7.) 
PRILINK

SIP-Trunk Demarc Monitor
Analyzes SIP signalling and RTP audio stream of every call passing through the network demarcation point. Provide a real time 24/7/365 network baseline database that contains the IP bandwidth, call traffic of up to 128 voice groups, Call Detail Record (CDR), call blockage and MOS voice quality. All information are displayed in SIP-Trunk dashboards and are used in many applications, such as Telco collaboration, UC/CC analytics, Work Force Optimization (WFO) and caller identification.

8.) 
Vads

Social Media Analytics
Social media analytics is the practice of gathering data from blogs and social media websites and analyzing that data to make business decisions.

Typical objectives of Social Media include increasing revenues, reducing customer service costs, getting feedback on products and services and improving public opinion of a particular product or business division.

Key the activities involved:

Analyzing net sentiment score
Qualitative and quantitative of sentiment analysis
Measure the emotions (6 Emotions) of the consumers
Mapping out all potential advocates
Measuring a nationwide consumer sentiment
Unlimited data extraction & cleaning
Customized positive and negative keywords
Qualitative and quantitative insights & report writing
Measuring the consumer sentiment

9.) 
QPC Ltd.

QPC Live
QPC provides realtime unstructured and structured data analytics solutions and services to contact centres globally.
We provide a complete end-to-end customer integrated offering powered by a Multichannel Intelligence Gateway which collects and inter-relates all customer interactions, from each and every customer contact across an entire contact centre ecosystem, all in real-time.
We also provide solutions for conversational and interaction analytics with solutions from our specialist portfolio.

10.) 
Tethr

Tethr is a cloud-based conversation intelligence platform that combines AI, machine learning and over a decade of customer experience and sales best-practice research to surface contextual insights from phone calls, chats, emails and other customer interactions. Companies use Tethr to turn large amounts of unstructured voice of customer conversation data into insights they can deploy to improve their customer experience.

11.) 
Trillys Systems

ActuCall
Imagine for a moment that you are a call center manager responsible for generating revenue through signing new customers or up-selling to existing ones. Imagine that your KPI is telling you you have an abandonment rate of 5% and someone comes along and says "No, your abandonment rate or dropped call rate is 13%." .." How do I know? AcutuCall VoIP software application can show you the dropped call data including, originating number and whether it was a network or equipment failure." Now imagine you can see your calls in progress on a mobile app, take your dashboard where ever you go! "What is a lost call worth to you?"

12.) 
VOIPFUTURE GmbH.

Voipfuture Qrystal
Qrystal provides communication service providers, wholesalers, enterprises, call centers and cloud-based voice providers with unique, dual visibility monitoring capabilities for analysing both SIP and RTP packets.

Unlike other solutions, Qrystal provides visibility into both control and media plane. This way, you get the full picture of in-call user experience, all in one place.

Voipfuture’s patented technology automatically identifies typical impairment patterns, allowing you to reduce the time it takes to fix problems.

13.) 
Xdroid

Xdroid is an independent, privately-owned software development company. This enables us to respond to changes quickly.

Our Artificial Intelligence solution, based on deep expertise, reveals the truth about your customer interactions and will help you to communicate better.

Analytics knowledge is the backbone of our development team. Years of experience in developing high-tech software for contact centers of financial institutions, utility companies, telecom operators, etc., give us an incredible edge.

We help you to predict and anticipate in an uncertain and turbulent environment. Communicate better.
 

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