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.
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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.
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 a trial version of Interactive Voice Response Evaluation Balanced Scorecard or purchase a full version online.
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