Measure the Performance of Interactive Voice Response Service
In the modern competitive world it is becoming ever more difficult to capture customer feedback. Traditional methods of receiving customer feedback, including mail and live interview calls, are too expensive for most organizations.
Besides, in most surveys the participation rates have dropped to as low as 1 percent. However, using Interactive Voice Response applications allows an organization to get the customers- feedback more quickly and easily, with much higher participation rates.
This up to date customer feedback is critical for creating an effective customer retention strategy in an organization.
Why do business professionals choose ready-to-use KPIs?
Read Why do business professionals choose ready-to-use KPIs? to find out the answers to these questions:
- Can a business professional research KPIs on his own?
- How do I avoid typical problems with KPIs?
- Is ready-to-use KPI applicable in my niche?
- Is KPIs' price affordable?
- Can KPIs can be easily integrated in any business environment?
- How can KPIs make the difference to the business?
What are the benefits of Interactive Voice Response metric:
- The percentage of customers willing to participate in polls is rather low (~1-2%). Indicators from this category will help increase these figures.
- Typically, agent participation and satisfaction with the survey is measured. This is how efficiency ratio is calculated.
- Financial measures may include cost per survey and overall voice response costs.
Get these KPIs
Download trial version of Interactive Voice Response Performance Indicators.
Purchase full version of Interactive Voice Response Performance Indicators + bonus.
More ideas on using Interactive Voice Response KPI
Interactive voice response is a type of interactive technology that enables a computer system to detect inputs from keypad and voice. This IVR technology has been used in a number of sectors like telecommunications, the latest in the series being automobiles. In latter case, it will enable user in operating the vehicle in 'hands free' mode.
Coming to its usage in organizations, it has been utilized to enable customers get access to a company's database through speech recognition or touchstone keypad. This simplifies the task to a considerable extent as a large number of clients can be served at the same time. IVR systems are basically put to use in those situations, where the whole interaction session can be broken into small pieces, conducted with the help of keypad inputs. The response is from the pre-recorded information and audio components.
However, one needs to employ an evaluation tool to gauge the performance of this technology. Balanced Scorecard serves this 'analytical purpose'. One can collect useful metrics on this to be assigned 'prescribed range'. Further, it is possible to keep the numbers within the suggested range and successfully complete the process.
More useful information for Call Center Evaluation
Interactive Voice Response Evaluation Balanced Scorecard Screenshots
Metrics for Call Center Evaluation
This is the actual scorecard with Interactive Voice Response Performance Indicators and performance indicators.
The performance indicators include: interactive voice response, employee perspective, agent satisfaction, agent occupancy, agent utilization, customer perspective, first-call resolution, customer satisfaction, agent monitoring, internal processes perspective, default to agent, call length, customer delay time, ivr performance, transaction failure rate, transactions attempts, abandon rate, ivr abandoned rate, agent queue abandon rate, time to abandon in agent queue, financial perspective, cost per call, return on investment
Download or purchase Interactive Voice Response Evaluation Balanced Scorecard
Download a trial version of Interactive Voice Response Evaluation Balanced Scorecard or purchase a full version online.