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IVR software in a contact center?
Our contact center has been pretty solid for the last couple of years, but we're looking for ways to make it even more productive. Would an IVR system increase productivity? If so, how?
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5 Answers
Whether an IVR would increase your productivity depends on two things: what you have in place now (systems and processes) and how you would use the IVR.
I can think of a couple of ways how IVR can improve productivity:
- IVR can provide self-service outside office hours
- IVR routes calls based on what the caller needs to do (no time wasted talking to the wrong agent)
- IVR can handle more basic tasks leaving more time for the agents to handle more demanding situations (this case study talks about how a utility implemented an IVR system in their call center to improve customer service: http://tinyurl.com/utility-casestudy)
- A predictive dialer saves time by eliminating manual dialing and by passing live calls to agents
- Outbound IVR can be used to send messages or to do surveys
Regards,
Kirsi
http://www.pronexus.com
IVRs can help. But before investigating IVRs ask, "What do I want it to do?" If you are looking for ways to direct calls to the proper people then maybe it can help. That can also lead to unhappy customers if they have to weed through a lengthy menu system (either speech or DTMF). If your are looking for teh IVR to take on some of the workload, that depends on the workload.
You need to do a deep analysis of the type of calls your are now receiving before diving into the IVR pool. If a significant portion of calls are quick "Rote" type of questions (like what is my balance or reset my password), than an IVR can decrease the call load to the agents by providing callers self-service applications. If your center deals with more substantial matters that require a lot of research and data entry, then an IVR may not be the correct course of action. Other technology (like enhancing applications on your web page) may be better suited for your needs.
Keep in mind that IVR are not a plug, play, and forget application. They require optimization, adjustments, and a bit of tinkering to get the most out of them. So those costs need to be accounted for in your budget.
Finally, one pet peeve I have with IVRs is when the application asks for information from me and then I have to repeat it to an agent.
Good Luck.
Michael Barbagallo
Principal and President
Shenandoah Analytics
RE: SCOTT OLIVER query on Interactive Voice Response (IVR)
Mr. Barbagallo's response was excellent.
Some additional food for thought:
Assuming you are using T1's :)
Does your system have or is it capable of easily expanding the following features/functions.
* Ability to capture inbound Caller ID & other information
for fast screen pops supported by fast database servers.
(Pre-fetch of Caller's information before the IVR even connects)
* SS7 data links to the national database used for such things as 911.
* Does your Contact Center share PBX trunks or does it
have dedicated trunks and hardware?
* If you share Trunk Groups with a PBX is there a CTI (Computer Telephony Interface) data Link between the PD/ACD (Predictive Dialer &/or Automated Call Distributor) Servers and the PABX?
* Software - such as voice recognition - is cool stuff, but it can't work without the necessary hardware and communications links.
Best regards,
Don Wagner
Sr. Consultant/Database Programmer
Z18+20100928TU@1701PM+ Atlanta GA US
The NBS~GROUP (of ITS Industry consultants)
(Information Transport Systems)
support@fccss.net
IVR is great for call avoidance and that can drastically reduce cost. Ensure call avoidance does not mean customer or customer service avoidance and you will be fine.
I agree with Daniel, IVR's are great for cost reduction in your contact center, but it should not penalize the customer.
Think of it as a self-service process, in the ATM kind of way.
If you have repetitive transactions that can be factored out and benefit the customer at the same time, you have a win-win situation for you and your customers.
Some examples:
+ Query your account balance saturday 3AM
+ Ask for a fax to be sent over the line.
+ Buy a ticket for the movies/train/concert
You should always consider an IVR has some integration to do in order to get your business data over the phone, so pick a solution that makes that process painless.
We have some experience on the subject so if you're interested get in touch at http://www.inconcertcc.com
Regards,
Willy
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