Customer feedback is certainly the most useful data in determining where process improvement can be made in any system including IVR. Customer surveys are a good method for data collection, however since such data is merely a snapshot of customer experience they can be deceiving. In addition, customer surveys are completed on a voluntary basis potentially skewing the data towards users who are biased against using an IVR system. The bottom line is that in today's fast paced world, most people have very little time or motivation to complete a brief customer experience survey for the many IVR systems they encounter on a daily basis. Angel.com has recently released the Caller First Analytics service which is designed to gather more specific data about customer experience in the background during customer interactions.
The Caller First Analytics software gathers data about call volumes, voice interactions and most importantly, specific IVR pathways that lead users to dial out to a live operator. Visual reports can be generated that display graphical illustrations of various call center metrics. More importantly, the software can also show pathways that customers have taken through the IVR system and where they broke off the path. Knowledge of this kind of information is key to analyzing potential issues with trouble areas along the pathway and how the system can be improved to prevent such break-offs from occurring. Break-offs result in higher call volumes for live operators in a call center thus costing a company more money for customer service. Rapid identification of trouble areas could potentially result in large savings when appropriate improvements are implemented. Applications like Caller First Analytics could be an excellent tool for analyzing customer data and suggesting improvements for IVR systems.
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