IVR (Interactive Voice Response) Assessment

As the gateway to your call center, your IVR sets the tone for all incoming contacts. Managers now realize the cost savings and boost to satisfaction that a truly effective IVR system can bring to their organization. Whether you are seeking to improve an existing IVR system, or building from the ground up, BenchmarkPortal has an IVR assessment plan that will provide useful recommendations on how to optimize your IVR and improve your self service. Take advantage of our client-specific “Future-State Plan of Action” with estimates financial impact and improvements to operational metrics.

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While IVR Assessments can be tailored to your specific needs, the following three plans are provided as examples.

1.  IVR AssessmentStructure Evaluation

This process involves structure testing of the IVR system. This includes confirming correctness of the instructions, routing structure, and terminations, 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

Provides management with a baseline assessment of the IVR structure and allows quick identification and prioritization of areas for improvement.  NOTE: Our team helps to quantify the improvements that flow from our recommendations

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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

2.  Caller Satisfaction / IVR Assessment – Panel Call-In
(“Secret Shopper” Methodology)

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 foster 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
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Timing

4 to 6 weeks from Kickoff Call to Executive Summary

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Sample Size

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

Condensed 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

3.  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
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Timing

2 to 4 weeks from Kickoff Call to Executive Summary

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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:

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