IVR DESIGN

INTERACTIVE VOICE RECOGNITION

We look at the journey your customer travels through to reach an agent. We look at
the logic and clarity of the menu’s, the number of options and the time it takes.
Our Re-design and journey mapping will revolutionise your call centre
metrics and customer satisfaction scores

How does it work?

we meet you icon

WE MEET YOU

to look at your existing IVR and discuss the key targets for your company’s telephone channel

analysis icon

WE ANALYSE

where your existing structure is letting you down and use our experience to create solutions

Design icon

WE DESIGN

an improved journey and present you with our suggested changes, as well as an explaination for how progress will be monitored

We provide you

Experience

EXPERIENCE

We help fix IVR’s everyday and have done for over a decade

IVR Knowledge

Knowledge

We know what choke points to look for , and how to fix them

Reports

Reports

We analyse the results to help make continual improvements

Key features

• Improve first time call routing

• Ensure you have the right IVR options

• Deflect calls to other channels where possible

• Increase self-serve adoption

• Handle regulatory requirements

• Increase conversions to sales

• Increase customer satisfaction scores

• Increase operational call efficiency

• Reduce caller abandonments

• Reduce customer perception of the time spend on hold

IVR design key features

We can help you

When working with you, we can help maintain and build your company reputation by ensuring your telephone journey stays On Brand and matches your customers expectation. We do this by:

  • Achieving first time call resolutions
  • Increasing call deflections where needed
  • Increasing self-serve options
  • Reducing the time spent in IVR
  • Reducing caller abandonment
  • Improving customer satisfaction

Contact Us




CASE STUDIES