Affiliated Computer Services (ACS) published an Expertise in Action White Paper: Interactive Voice Response that touts the success they have had in saving its government customers money by teaming with Contact Solutions for its IVR solutions. The white paper discusses the continuous improvement processes that call centers need to consider to increase automation while improving customer service.
A strong IVR solution requires continuous monitoring and analysis to identify patterns. How are people using the system? What are the commonalities? When and at what point do people opt to transfer to an agent — or simply hang up? By monitoring IVR patterns within its call centers, ACS and its IVR partner, CSI, identify ways to increase automation by changing service offerings.
In one instance, we discovered that 85 percent of the people calling in to the state of Georgia’s IVR system were checking their debit account balances. Based on that information, ACS and CSI revised the solution. Instead of having to “press 2” for account balances, every caller received this information automatically. Not only did this save time and improve caller satisfaction, it increased automation use by as much as 8 percent. Even an incremental increase of this magnitude can increase savings by thousands of dollars, all while improving the user experience in the process.
Filed under: BPO, Contact Automation, Continuous Improvement, IVR, State Government | Tagged: ACS, Continuous Improvement, IVR
