OUR BACKGROUND WITH IVRs We are an Australian organisation with over 10 years experience in managing IVRs, concentrating on improving the effectiveness of applications from the customer viewpoint which, of course, directly benefits the organisation's bottom line by increasing customer acceptance of their IVR interactions. While our expertise includes developing new and tuning existing applications, our prime focus is on identifying how well existing applications perform. We do this by analysing the call traffic directed to the application and measuring the extent that the traffic complies with the organisation's IVR processing objectives. This compliance is measured as the rate at which callers leave the IVR application where the organisation is happy for them to leave. We call this the client's 'IVR Channel Success Rate'. It correlates with the minimisation of unnecessary call flows from the IVR to live call centre staff. We use this information to objectively assess the efficiency of clients' applications and inform them accordingly.
I.e. We do not subjectively identify how well we think the application performs. We quantify its efficiency in terms of the number of calls to the IVR that call centre staff will not need to handle if the application is brought up to best practice.
This enables clients to make informed decisions about which are the biggest opportunities to improve their IVR and what they can expect to gain from addressing each opportunity to improve it. THE TRANSFERABILITY OF THIS APPROACH TO AUTOMATED TRANSACTION APPLICATIONS IN OTHER CHANNELS IVR, internet and SMS portals are of major importance to many organisations in reducing the need to employ staff to engage with customers to process routine transactions. While the Interaction Analytics approach was initially developed specifically within the confines of the IVR channel, the methodology is just as applicable to all other channels that are designed to accommodate high volumes of fully or partially automated transactions. I.e., whether the transactions are IVR, web or SMS based, we can measure how well a channel complies with the organisation's objectives for it specifically. A different channel success rate is normally calculable for each portal to take into account its individual platform characteristics and these rates are assessed within that context. And the portal's efficiency is also quantifiable in terms of the number of interactions that do not need to be directed to live staff if the processes are brought up to best practice. |
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