Integrated Voice Response technology has come of age, opening up new and rather unconventional approaches for Call Centers to gauge the quality of the experience they deliver to customers. A two-way interactive Integrated Voice Response link in its simplest rendition appears fairly innocuous.
Interactive Voice Response (IVR) technology is a class of hardware and software applications that process voice and keypad inputs into enterprise wide computers, for specific results. Input from a user (customers) through voice or touchtone keypad is processed through a computer as electrical signals (touchtone) or speech recognition (voice), enabling human/machine interaction, unlike before.
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Airline (Ticket booking, Flight arrivals, Flight departures, Check-in)—Integrated Voice Response Survey can help the airline gauge how satisfied the customer was with the service offering. It helps the airline answer questions, such as:
- Were flight departure and arrival details provided in a timely manner and accurately?
- Was the infrastructure for providing the service working to the customer’s satisfaction?
- Were the booking and check-in agents courteous, and did they resolve the customer’s problem rapidly?
- Telephone Banking—Integrated Voice Response Survey helps gauge service speed and accuracy as perceived by customers. Accent neutralization and Speech clarity could also be gauged through Integrated Voice Response questions.
- Mobile (Pay as you go)—Integrated Voice Response Survey gauges the speed and accuracy of service as perceived by customers, and then use of Quality circles to reach improved aspiration goals.
- Caller Identification and Routing—Integrated Voice Response Survey can gauge routing success and improve algorithms for higher accuracy.
- Credit Card-Based Transactions (Credit Card Payment)—Integrated Voice Response Survey helps solve process bugs where interactive experience for customer does not meet expectations and can be improved.
- Buying Products on 1-800 Phone Lines (Computer buying)—Integrated Voice Response Survey data can help enterprise gauge if agent met the customer’s need effectively and efficiently. Data drill down can point to areas of infrastructure or call center representative improvement.
In enterprises, dramatic improvements are being leveraged using the potential of Integrated Voice Response based customer surveys. Every situation may be unique, but these solutions are transportable to your next customer experience improvement effort.
First published on Call Center IQ.