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Four Essentials in Self Service IVR

Self Service IVR System Or Self Help IVR Systems are widely used in many enterprise level IVR Solutions around the world. This type of IVR seems to be simple during implementation but in practical usage, it requires many careful consideration because of large number of callers.

As these Serf Service Enterprise IVR Systems are mainly run on toll free numbers with option to transfer the call to human agents, the operating cost is also high in terms of telephony cost as well as human cost. So, in order to minimise operating cost, here are four essentials one should consider to manage:-

1. Reduce Call Holding time
2. Reduce Call transfer to Human Agents
3. Increase desired Task Completion
4. Reporting of Call dropping in menu levels

1. Reduce Call Holding Time
While it is important to receive or accept all calls coming to the Self-help IVR, it is equally important that these calls are not kept in hold for long time either waiting for human agents or trying to retrieve desired information. Keeping a caller on hold not only irritates the caller, but also increases telephone bill if the called number is on Toll Free. Ideally, instead of putting a caller on hold, a separate outbound call should be made to caller.
Another way to reduce call holding time is to make IVR perform more tasks. This could be achieved along with #4 above.

2. Reduce Call transfer to Human Agents

One of the main objective of Self Service IVR should be to reduce call transfer to human agents as much as possible. Any self service IVR which is transferring more than 20% of the total incoming calls to human agents is not doing its job properly. Ideally, a service service IVR should not have any call transfer to human agents, but that ideal situation may be difficult to achieve, still minimising call transfer to human agents should be a continuous process.

3. Increase desired Task Completion

First, a successful call should be clearly defined as where a caller performs at least one task successfully at the fastest way possible. Most probably, increasing task completion by caller should be continuous process and it should be closely monitored. Ideally, successful call ratios should be at least 60% of the total incoming calls.

4. Reporting of Call dropping in menu levels

While reports of successful calls ( where one task is completed by caller) should be of just academic interest, the abandoned calls should be scrutinized ind details. Calls could be dropped due to technical reasons as well as slammed by the caller herself. Those slammed calls should be worried about. Ideally number of ‘slammed calls’ should be less than 2%. If it is more than 10%, the usablity of IVR has a serious question!

If you run a self service IVR, I hope its time you to check the above reports.

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