the roi of making your ivr visual
DESCRIPTION
View this Jacada webinar as we demonstrate the positive ROI that you will receive by creating a Visual IVR from your traditional IVR. Converting your existing IVR into a Visual IVR is a sensible investment that also yields a better customer experience for your customers. To learn more, visit our website - http://www.jacada.com/?pk_campaign=Content_Gen&pk_kwd=slideshareTRANSCRIPT
© 2013 Jacada, Inc. All rights reserved.
The ROI of
making your
IVR Visual
Jacada Webinars Tuesday June 2013
© 2013 Jacada, Inc. All rights reserved.
Agenda
» A Quick Look at IVR’s
» Visual IVR
» Examining the ROI behind Visual IVR
© 2013 Jacada, Inc. All rights reserved.
Your Reaction?
“Thank you for calling. Please listen carefully as our menu options have recently changed.
For billing inquiries, please press 1.
For account changes, please press 2.
For cancellations, please press 3.
…”
© 2013 Jacada, Inc. All rights reserved.
Warning Signs for your IVR
The canary in the coal mine
1. Your IVR “Zero-Out” rate is more than 7%
2. When customers reach an Agent, they’re already frustrated!
3. The percentage of call transfers inside your call center is excessive.
4. Your website is listed on sites instructing callers how to zero-out
5. You don’t want to call your own call center!
*No Canaries were harmed during the making of this presentation
© 2013 Jacada, Inc. All rights reserved.
People don’t hate IVR self service,
They hate BAD self-service
1. You’re forced to listen to long introductory prompts.
2. The menu options are so long you can’t remember which one you should have chosen
3. The menu options are confusing…should I choose 3…no wait..2…yes 2.
4. No clear navigation path. How do I go back? Let me try *. No…that took me back to the beginning.
5. Why should I enter anything in here when the first thing you’re going to do when I connect is ask me the information again?
© 2013 Jacada, Inc. All rights reserved.
But isn’t the IVR dying?
Top IVR Trends and Predictions
1. Social Media will not replace the IVR
2. The demand for multi touchpoint will increase…the two “C”s
3. The next generation of IVR’s will need to emphasize self service
4. Voice XML will become the standard. New IVR’s already support it, legacy ones will support it.
5. IVR’s will remain a fundamental channel, the way people interact with it may change.
© 2013 Jacada, Inc. All rights reserved.
Mobile doesn’t help the problem
•Customers are quickly frustrated with IVR systems •IVR does not lend itself well to the “mobile mindset” •Easier to just “zero-out” then to navigate the tree
© 2013 Jacada, Inc. All rights reserved.
Goals
» Channel more of these calls into an
effective self service offering
» When the customer calls, know more
about them and what they want
» Decrease the amount of ‘zero-outs’
© 2013 Jacada, Inc. All rights reserved.
The solution: Visual IVR
Provides an easy to use visual interface based off of your IVR, driving the proven benefits of your IVR into the mobile and web.
© 2013 Jacada, Inc. All rights reserved.
Integrates to your website, too!
» Many users will use the Contact link on your website
» Visual IVR can be embedded in your website
© 2013 Jacada, Inc. All rights reserved.
Allows “visual only” IVR extensions
Supports alphanumeric data
© 2013 Jacada, Inc. All rights reserved.
No repeating information
© 2013 Jacada, Inc. All rights reserved.
Visual IVR Delivers a Better Experience
Visual is far more efficient than listening to audio
Lower numbers of “zero-outs” because people will use it
Not uncommon for introductory prompt and menu to be over one minute…
© 2013 Jacada, Inc. All rights reserved.
How does it work?
1
2
3
4
6
5
© 2013 Jacada, Inc. All rights reserved.
It sounds good, but what’s the ROI?
1. Let’s model a sample company
• You can follow along by using the link
in your chat window, or just watch me
2. With any ROI model, we need to make
some assumptions
3. We give you the ability to adjust those
assumptions so that you can play “What
if” scenarios.
© 2013 Jacada, Inc. All rights reserved.
Assumptions
1. Mid sized business of around 150
agents, resulting in 60000 calls per
month.
ROI Calculator
© 2013 Jacada, Inc. All rights reserved.
Business Case
Benefits for your customer Benefits for your business
Dramatically reduced costs
• Call avoidance due to less “zero outs”
• Lower IVR and Telephony charges
Reduced call times
• Rich screen pop means less repeating
• Better routing due to less “zero outs”
Easy implementation
• Reuses your existing IVR scripts
• No additional scripts to maintain
Easy visual navigation
• No listening to complete menu trees
• Quick access to desired selection
No repeating of information
• Rich screen pop
• Less customer frustration
Better customer service
• Reduced call times
• Reduced hold times
