ACCS can increase customer satisfaction and reduce
call centre costs by increasing utilization of IVR self-service
applications. An IVR systems is an important component of an
organization's self-service strategy. It is also important to balance
increasing utilization of IVR systems with customer
alienation/dissatisfaction with your organization.
By providing choice options, a higher customer
acceptance and utilization of IVR applications can be experienced.
Satisfaction with IVR access are critical to reducing operating costs by
providing 24/7 customer access to an organizations products and services.
It is also important to balance increasing utilization of IVR systems with
customer alienation/dissatisfaction with your organization..
ACCS provides
detailed analyses of current menu structures, options offered and actual
usage compared to industry trends. With this base information we
can create tactics for your organization to improve customer acceptance
and reduce operating costs.
Advanced Contact Centre Solutions Model
to Improve IVR Utilization
 |
Conduct a detailed "analyses" of
customer opt-out patterns, including each menu/prompt selections.
|
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Compare your organization results to
industry benchmarks. |
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Review of menu structures for related
industry/call center applications. |
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Analyze current customer contact types
for volume and frequency. |
|
Recommend redesign of IVR menu, prompts,
and scripts based on the customer opt-out patterns |
|
Benchmarking results including opportunities for
new applications. |
|
Develop and test new menu/scripting and
analyze results. |
