ivr report
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This document discusses the development of an Interactive Voice Response (IVR) system for a telecom company. It outlines that the goals are to create a system that is supportive, informative, and user-friendly. The IVR should provide customers with information about billing, support, and sales inquiries in a brief and easy to understand manner. It should also aim to answer technical and support issues without needing to speak to a customer service representative. Standard IVRs at other telecom companies typically help with billing, technical support, general inquiries, sales, and collecting customer feedback.
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- 1. Urmil Gohil Interactive Voice Response (IVR) Newrouz Support Line Date: 4th September2007 Reviewed and Revised 3rd September 2007-09-04 1
- 2. Urmil Gohil IVR Project 1. Introduction Interactive Voice Response (IVR) is an important element that is required in any Telecom operator. Interactive Voice Response (IVR) support line happens to be one of the key factors in improving customer service and support. Other companies even utilize the IVR as a powerful tool in marketing and advertising for their products and services. Therefore, management has requested us to come with an IVR that is supportive, informative, and user friendly. 2. Objectives To develop a new Interactive Voice Response (IVR) system with clear structure, scripts, loops, and functionalities. Such objectives have to be defined, designed , and implemented in different phases to suit the current and future market needs How should we develop our IVR? To achieve the objectives put for developing the IVR, the system should be both informative and supportive. How Informative? The IVR should provide all the information customers may need. Information related to billing, support, and general sales inquires should be available in a brief and handy way. How Supportive? Despite the technical limitations we may encounter, the system should be able to solve/answer whatever technical and support issues customers may face without the need to talk to a Customer Service Representative(CSR). 3. Standard IVR In other Telecom operators , the numbers to call for support should help customers in the following issues: • Billing • Technical Support • General Inquires & Sales • Customers’ suggestions and feedback Document: August 2005 Page 2 of 6 © Kanar Tel – 2005