- Identify the right approach based on industry trends to add or improve current Interactive Voice Response solutions.
- Our design takes into consideration caller demographics to improve utilization rates.
- Analyses of current IVR menu structure and customer utilization
- Provide a Cost/Benefit-Risk analysis for this Technology and all Call Center Technologies
- Evaluation for an on-premise, networked, or Hosted or combination of these for IVR
- Design of menus for new IVR systems
- Analyzing customer contact types for automated applications
- Redesign of menus for existing IVR systems
- Testing of IVR menu structures for ease of use and navigation functionality
- Benchmarking like industry data for customer utilization and completion
- Selection of IVR technology
- Conduct a complete detailed analysis of current call flows and menu prompts.
- Compare against industry benchmarks for utilization rates.
- Analyze customer contact types for volume and frequency
- Design and redesign menu, structures, prompts and scripts based on detailed analysis, benchmark results and call volume reports.
- Develop and test menu and scripting design
- Integrate recommended technology to improve utilization
- Pareto analysis of current call volumes
- Application design
- Guidance for increased utilization
- Customer Utilization Analysis
- Scripting & Menu Design and Testing