Call Center IVR Assessment

For most companies, the Call Center is the main point of customer contact, and as such, the Call Center plays a crucial role in the overall value and success of the enterprise. Many upper-level managers are starting to realize how their profitability and the public’s perception of their companies hinges on customers’ experiences with the call center—whether they are talking to an agent or just trying to reach one.

Therefore, the leading edge of your call center, your IVR (or lack thereof) sets the tone for all incoming contacts. Upper management is beginning to realize the potential significant cost savings that an efficient and/or self-servicing IVR system can bring to their organization. Whether you are improving upon an existing IVR system or building from the ground up, BenchmarkPortal has an assessment plan that will provide immediate recommendations on how to improve and optimize your IVR and improve your self service. Take advantage of our client-specific “Future-State Plan of Action” with estimates regarding financial impact, and with certain engagements, make use of online reporting and analysis tools.

While some clients prefer to use our custom, all-inclusive IVR Assessment Engagements, the following three plans are likely to fit within the budget and corporate restrictions (client confidentiality) of most call centers.

IVR Structure Evaluation

This analysis process will involve structure testing of the IVR system. This includes confirming correctness of the instructions, routing structure, and terminations in an effort to identify problem areas and opportunities for improvement. BenchmarkPortal will analyze the results and provide insights with recommendations to improve the effectiveness of the IVR structure and the efficiency of routing.

Methodology: Structure audit of routing and terminations

Benefits: Baseline IVR structure and quickly identify and prioritize areas for improvement

Timing: 2 to 4 weeks from Kickoff Call to Executive Summary

Process Flow:

1. Review current structure of IVR
2. Hands-on, live audit of IVR system via telephone
3. Analysis of findings
4. Executive Summary of findings and recommendations
5. Audit materials released to client
6. Plan of Action regarding ideal Future State of IVR

Caller Satisfaction / IVR Assessment – Panel Call-In

When is the last time you assessed your IVR for customer usability?

Are customers frustrated because of irrelevant or repetitive steps in your IVR?

BenchmarkPortal will collect feedback on both prototype and live IVR systems to dire improvements in service quality, effectiveness and customer satisfaction. The survey program utilizes consumer panel testing of your IVR system. An online survey will be completed immediately following the IVR usability test. BenchmarkPortal will analyze survey results and call recordings and provide insight, analysis, and recommendations to help improve the IVR structure, routing efficiency, and caller satisfaction.

Methodology: Remote usability testing

Benefits:

• Uncover barriers to self-service & task completion
• Correlate IVR satisfaction with loyalty and likelihood to recommend
• Validate whether IVR changes are improving usability and satisfaction
• Quick identification and prioritization of areas for improvement
• Baseline IVR performance

Timing: 4 to 6 weeks from Kickoff Call to Executive Summary

Sample Size: One Scenario: (250 Panelists) – providing 6% margin of error

Process Flow:

1. Design and/or approve Survey Questions and Scenario
2. Panelists make calls and take survey – 250 completed
3. Analysis of findings
4. Executive Summary of findings and recommendations
5. Assessment materials released to Client
6. Plan of Action regarding ideal Future State of IVR and Customer Satisfaction

Caller Satisfaction / IVR Assessment – Live Caller – Call-Back

Is customer service strategically important to your brand?

Do you use customer feedback to improve your business processes?

Are your customers experiencing any problems that you don’t fully understand?

With immediate live interviews, a customer survey, customized to your business’ needs, will be conducted to measure key aspects of customer satisfaction and phone-based customer service quality.  Real time customer experience interviews help drive business efficiencies, improve coaching and training and increase customer satisfaction and loyalty – all for less than the cost of traditional market research.   

This premium survey method delivers complete, timely and thorough results.  Your customers are more likely to take and complete these live interviews than they are to complete an online survey. BenchmarkPortal will analyze survey results, call recordings and provide insight and recommendations to improve the effectiveness of the IVR structure, the efficiency of routing, and caller satisfaction.

Methodology: Live telephone surveys conducted by trained interviewers shortly after a customer interaction

Benefits:

Measure the following:

• Business Outcomes: Company satisfaction, likelihood to repurchase, and willingness to recommend
• Call Outcomes: Call satisfaction, agent satisfaction, IVR satisfaction
• Call Factors: IVR problems wait times, ease of reaching an agent, agent professionalism, problem resolution

Timing: 2 to 4 weeks from Kickoff Call to Executive Summary

Sample Size: 250 Random Customers – providing 6% margin of error

Process Flow:

1. Design and/or approve Survey Questions.
2. Survey Conducted – 250 completed.
3. Analysis of findings.
4. Executive Summary of findings and recommendations.
5. Assessment materials released to client.
6. Plan of Action regarding ideal Future State of IVR, leading to improved Customer Satisfaction.

Steps To Begin Your Call Center IVR Assessment:

1. Contact us today in one of the following ways to begin your Call Center IVR Assessment.
   • Online: Contact Form
   • Call: 1-800-214-8929 Ext. 1
   • Email: sales@benchmarkportal.com