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Listening Methods In-Depth IVR and End to End Call Analytics

Listening Methods In-Depth IVR and End to End Call Analytics. What is the Real Performance of My Voice Self-Service Solution? Can I compare my IVR Design goals with caller behaviors? What do callers actually experience? Do my performance measures enable me to Improve?

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Listening Methods In-Depth IVR and End to End Call Analytics

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  1. Listening Methods In-Depth IVR and End to End Call Analytics • What is the Real Performance of My Voice Self-Service Solution? • Can I compare my IVR Design goals with caller behaviors? • What do callers actually experience? • Do my performance measures enable me to Improve? • Can I manage to my business goals?

  2. When Folks are Asked about Callers 1st Point of Contact, the IVR . . . . (800) 630-2380 info@listeningmethods.com

  3. Two Measures are Dominant • Call Containment • How many folks hang-up in the IVR • IVR Logs and Log-based Reports • Engineers view detailed logs describing callers interacting with each prompt • A few companies spend $1 to $2 million a year running their own log-based IVR Analytics solutions (800) 630-2380 info@listeningmethods.com

  4. Requirements for Voice Self-Service Performance Measures • Support the business goals for the IVR solution: • Off-load basic information requests • Support typical transactions • Meet the call center’s goals for anticipated cost reduction • Route callers to agents with the right skills • Ensure the customer experience is good • Enable the contact center to meet its budgetary goals (800) 630-2380 info@listeningmethods.com

  5. The Call Containment Measure The Call Containment Measure identifies the numbers of callers who hang-up in the IVR versus those who transfer to agents It is assumes that a ‘hang-up’ is generally a successful voice self-service event (800) 630-2380 info@listeningmethods.com

  6. The Call Containment Measure – What May Hide Under this Measure - (800) 630-2380 info@listeningmethods.com

  7. The Call Containment May HideSuccessful Hang-Up: Quality Voice Self-Service (800) 630-2380 info@listeningmethods.com

  8. What Call Containment May HideFailure: Hang-Up, But Immediately Call Back (800) 630-2380 info@listeningmethods.com

  9. What Call Containment May HideFailure: Hang-Up and Never Call-Back (800) 630-2380 info@listeningmethods.com

  10. What Call Containment May HideWrong Number: Over Counts Arriving Calls (800) 630-2380 info@listeningmethods.com

  11. What Call Containment May HideTransfer to Agent due to Failure (800) 630-2380 info@listeningmethods.com

  12. Planned versus Un-Planned Opt-Outs Evaluate IVR’s performance by comparing callers’ actual behavior to the design goals of your solution. Planned Opt-Outs: Callers Hang-Up or Transfer to Agents when you want them to Un-Planned Opt-Outs: Callers Hang-Up or Transfer to Agents when you don’t want them to (800) 630-2380 info@listeningmethods.com

  13. Planned versus Un-Planned Opt-Outs • The question to be answered for each key prompt: • Should the caller go to the next prompt? • Should the caller be transferred to an agent? • Should the caller either hang-up or go back to the main menu? • If callers do what is hoped, they have a Planned Opt-Out • If not, they have an Un-Planned Opt-Out (800) 630-2380 info@listeningmethods.com

  14. Containment versus Opt-Out Measures (800) 630-2380 info@listeningmethods.com

  15. Planned versus Un-Planned Opt-Outs Option 1 Get Data Go to Next step Option 2 Go to Agent What do I want my callers to do? What are they actually doing? Which prompts are causing the problem? Let’s do root cause analysis! (800) 630-2380 info@listeningmethods.com

  16. What’s Causing Un-Planned Opt-Outs? Option 1 Get Data Go to Next step Option 2 Go to Agent Confusion over prompt Caller is missing information to enter Speech recognition failure, utterance or grammar problem Caller needs an agent for support (800) 630-2380 info@listeningmethods.com

  17. What’s Do Opt-Outs Cost? Planned Opt-Outs $4.6 Million per Year Un-Planned Opt-Outs $3.2 Million per Year What agent costs should be incurred based on my Solution Design What are the actual costs due to Un-Planned plus Planned Opt-Outs (800) 630-2380 info@listeningmethods.com

  18. Listening Methods, Inc. Contact Us to Learn More or See a Demo of Our IVR & End-to-End Call Analytics Solution greg.borton@listeningmethods.com (800) 630-2380 (800) 630-2380 info@listeningmethods.com

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