IVR Design, Scripting & Analysis

Description

• 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.

 

Approach

• 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

 

Objectives

• 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

 

Deliverables

• Pareto analysis of current call volumes
• Application design
• Guidance for increased utilization
• Customer Utilization Analysis
• Scripting & Menu Design and Testing