ACD and IVR Will Increase Your Contact Center's Customer Satisfaction
March 19, 2012
More companies are looking for ways to save money, so contact centers must provide an integrated multichannel environment that enables a customer self-service option while providing easy agent access.
Surveys have shown that having the right contact center self-service solution in place can equate to about 1/10th the cost of having an agent on the phone. Yet according to a recent ICMI survey, they found that 21 percent of companies do not measure their completion rates for their IVR-only calls and 64 percent of companies don’t know when a customer is trying to use the self-service application, but ultimately opts to speak to a live agent. With inContact’s IVR and ACD self-service solutions, those days of not knowing are over.
InContact understands how to optimize the use of a self-service and agent support service. As described in its recent webcast, inContact’s IVR and ACD solutions can be combined into a single application that is easy to use and can be updated when necessary.
To ensure that you will be able to measure your customer experience to help your business find projected savings, you can maximize the experience of a customer by taking a quick look at the existing queue. Check how many calls are queued, what is the longest contact in the queue, and what the queue looks like across the organization. If there are zero calls queued, there is no need to offer self-service and the call can be delivered straight to an agent.
You can easily insert one of inContact’s decision tools, the IT Step, and call it self-service so that if the initial query from the database indicates that the customer prefers self-service applications, they go straight to that option. If self-service does not equal “yes,” then the customer can choose either the self-service or the agent path. This easy to use call flow allows someone who is familiar with the data choices in order to make intelligent path options available to their customers.
What if the initial query from the database indicated that the customer would like to speak with an agent? Then the call will drop into an agent queue and when the agent becomes available, any information obtained from the self-service application and the ACD is then presented on screen.
The agent interface can be a contact database, a simple spreadsheet, or a web application that displays all the information about a caller, so that there is no need to ask the same questions twice. The agent can quickly get to the point of the call and when the call is complete, the agent will enter a comment into the record of what happened during the call. The information becomes reportable data so that the next time a customer calls in, that data can be used in the self-service application.
With inContact’s ACD and IVR solutions, you can start a cycle where everything you know about that customer is stored and the data can be used to make sure that you are giving your customer optimal service.
Edited by Carrie Schmelkin
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