Advanced Contact Centre Solutions

 

Advanced Contact Centre Solutions

Interactive Voice Response (IVR) Structure, Options & Usage Review

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

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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.

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Recommend redesign of IVR menu, prompts, and scripts based on the customer opt-out patterns

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Benchmarking results including opportunities for new applications.

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Develop and test new menu/scripting and analyze results.

For more information on how Advanced Contact Centre Solutions can assist your call centre please contact Louie Gazzola at 604.765.2276 or email louie.gazzola@accs-consulting.com  

 

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