listening methods in-depth ivr and end to end call analytics benefits and roi from managing the...
TRANSCRIPT
Listening Methods
In-Depth IVR and End to End Call Analytics
Benefits and ROI from Managing the Entire End-to-End Caller Experience
• Are there unique opportunities to reduce operations costs?
• Does my caller experience improve? • Is high ROI available from analyzing the end-
to-end call?
The End-to-End Call
QueueIVR Agent(s) Survey
Caller ?
Currently: Different groups view independent sets of reports examining different segments of the call.
Hang-Up
ACD Stats
IVR Logs
ACD Stats
ACD, Quality Monitoring
Survey Report
The End-to-End Call
QueueIVR Agent(s) Survey
Caller ?
Currently: Different groups view independent sets of reports examining different segments of the call.
Hang-Up
New View: Groups view the entire end-to-end call, identifying tasks, performance and customer experience in each call segment and the relationships between call segments
ACD Stats
IVR Logs
ACD Stats
ACD, Quality Monitoring
Survey Report
How Do Callers Leave the IVR?
IVR
Ways Callers Leave the IVR• Hangs-up in the IVR after success• Caller asks for an Agent
- Immediately transferred- Confirms, but asked for information- Refused and IVR continues
• Caller identifies themselves via IVR and immediately requests an Agent
• IVR transfers caller to an Agent on purpose
• IVR transfers caller to agents due to failures
• Caller gets confused or frustrated - Asks for an agent- Hangs-up
IVR Routes Calls to
Specific Skill Queues
Caller hangs-up
How Do Callers Leave the IVR?
IVR
Ways Callers Leave the IVR• Hangs-up in the IVR after success• Caller asks for an Agent
- Immediately transferred- Confirms, but asked for information- Refused and IVR continues
• Caller identifies themselves via IVR and immediately requests an Agent
• IVR transfers caller to an Agent on purpose
• IVR transfers caller to agents due to failures
• Caller gets confused or frustrated - Asks for an agent- Hangs-up
IVR Routes Calls to
Specific Skill Queues
Caller hangs-up
What are Callers Doing with Agents when they Request Immediate Transfers
Are callers asking agents for:
• Support on tasks that are not available on the IVR?
• Mundane information that is easily available on the IVR within 60 or 90 seconds?
• Mundane information that is not easy to get to on the IVR?
Without analyzing the End-to-End Call, one can’t answer the above questions
What Balance Should I Achieve Between Caller Experience and Operations Costs?
The Balance?
Reduce agent costs as possible?
Make it easy for callers to get agents?
What do I need to know:• Why do callers transfer?• What do they do when the reach agents, and how often?• What are my company’s market dynamics?• What are my business’s goals ?
The Business Considerations
High with a low barrier to churn
Low with a high barrier to churn
High LowImpact of Caller
Experience on Churn
High, cost of a call has minor impact
Low, cost of a call has major impact
Profitability of
Each Customer
High, causing major impact on profits
Low, having little impact on profits
Frequency of Repeat
Callers
Make it Easy to get to an Agent
Work Hard to Keep Callers in the IVR
Degree of
Competition
Identifying IVR Skills Routing Issues
• For each IVR Exit Point, measure the agent-to-agent transfer rate• Listen to calls to determine the cause of the agent-to-agent transfer• Fix the routing; then monitor to ensure the solution has improved
Didn't Arrive
Shipping Date
Change Order
Confirm Order
Payment Methods
Billing Questions
Address Management
Balances
Authentication
0% 5% 10% 15% 20% 25% 30% 35% 40% 45%
Agent-to-Agent Call Transfer Rates
Return on Investment Opportunities
Exit from the IVR OpportunityTypical
ROI
Caller asks for an Agent
• Immediately transferred If not competitive, make a bit harder 2% - 5%
• Confirms, but asks questions first Improve performance of data gathering to get better ‘screen-pop’ info 1% to 3%
• Refuses and IVR Continues Improve the IVR to reduce irritation
Callers identifies themselves in IVR & immediately asks for an agent
See if can provide caller specific info on current activities: orders, shipping. . . 4% - 10%
IVR transfers caller to agent due to IVR failures Improve the IVR 5% to 10%
Caller gets confused
• Asks for an agent Change the IVR 1% to 5%
• Hangs-Ups If lost customer, may churn or lose sale $$ - Revenue
Bad Skills Routing Instructions Improve Skills Routing 3% - 8%
Contact Us to Learn More or See a Demo of Our
IVR & End-to-End Call Analytics Solution
(800) 630-2380
Listening Methods, Inc.
(800) [email protected]