Unless you continually optimize your IVR, it is likely costing you more than it should. Much more, in fact, every time a customer zeros out to speak to an agent for a task that could be successfully accomplished through self-service.Agents can cost more than 15x the cost of self-service in the IVR. But if your IVR provides a less than optimal experience, your callers will not use it. And that’s just one place the costs start to skyrocket.You have the power to fix your IVR! We can help. Continuous Improvement Consulting from Contact Solutions leverages more than a decade of proven expertise. We can apply our proven methodology to your contact center environment and give you recommendations to achieve identified savings, guaranteed to be at least 5x the cost of the engagement. Last year we identified over $13 million in identified Continuous Improvement savings for our customers. You are the expert on your contact center environment. We are experts in applying a Continuous Improvement methodology to achieve quantifiable savings in the contact center. Stop missing out on the savings. We can help you.
Measure the current state of your IVR Analyze the baseline compared to industry standards; identify strengths and weaknesses based on best practices. Improve with a delivered action plan of recommendations to reduce contact center expensesRepeat the process: Make continuous improvement a permanent part of your operation.
At the highest level, the primary objective of this engagement is to identify and define improvement opportunities. In order to do this, Contact Solutions consultants will partner with our client to perform the following:Current State Assessment – a review of current transactions, contact channels (focusing on voice & IVR), structures and technologiesKey Challenge / Opportunity Identification – an exploration and identification of current issues facing the contact center and / or opportunities that can be exploited within the voice channelsRecommendation Definition – a series of short-term recommendations that can be implemented over a limited timeframe in order to achieve meaningful improvement
You are the expert in your environment and unique situation. A collaborative approach is key to achieving lasting success.Continuous Improvement Consulting pursues a collaborative approach in executing our projects. Throughout the project you might be asked to participate.
The recommendation document and engagement readout will be the primary work products resulting from this effort. The content of these work products are listed here.
